How Well Do Your Customers Treat You?
By
John Wookey, Oracle Corp.
A
new idea has emerged to predict customer retention. Instead of measuring
how well businesses are treating their customers, businesses are starting
to measure how well customers are treating them.
CRM: Providing A Unified View Of Your
Customers
By Bipin K. Paracha and Anupama Bulusu, Integrhythm Inc.
Frequently, departments within a company need to 'trade' data about
customers, and not having the capability to easily do so can seriously
limit them in performing efficiently. A unified view of customer
relationships allows the company to provide each customer with a
consistent approach to his or her problems, and the ability to offer
solutions no matter which department in the company is contacted by the
customer and through which medium.
A Unified View:
The Holy Grail (Sidebar)
By Andrew Shepard, Getronics
Capturing a 360-degree view of the customer is considered the holy grail
in banking. Today's financial institutions understand that future
business will come from nurturing and maximizing existing relationships.
Yet, while financial institutions have a huge amount of customer data,
this information is often segmented and stored within various divisions
that don't communicate.
Corporate Profiles
The CEO Spotlight
Executive Roundtable
The Fastest-Growing Teleservices Companies -- The Annual Survey And Ranking Of Rising Stars
To
provide you a gauge of teleservices companies' growth, and to provide
them with the recognition they deserve for their accomplishments, Customer
Inter@ction Solutions magazine developed 'The Fastest-Growing
Teleservices Companies --
The Annual Survey And Ranking Of Rising Stars.'
Speaking Up For
Cost Savings In The Call Center: VoiceXML Takes On The Dinosaur Of Legacy
IVR
By
Eric Jackson, VoiceGenie And VoiceXML Forum Marketing Committee
Most enterprise call centers and service providers today are saddled with
aging, proprietary IVR systems that are costly to maintain. These
providers are trying to keep up with changing customer demand. As a
result, many are looking to the open-standard of VoiceXML to help them
deliver lower costs and improved customer self-service.
RE: LOCATIONS: Nashville, Tennessee
This
month, RE: Locations visits Nashville, Tennessee's world-class call
centers. |
DEPARTMENTS
Publisher's Outlook
By Nadji Tehrani
High Priority!
By Rich Tehrani
INDUSTRY NEWS
Customer Inter@ction
News
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