Real influence is based on trust, not how many times you were re-tweeted or someone liked your update on Facebook.

At the recent 2010 Eloqua Experience Conference, CEO Joe Payne promised the audience to make them:

“The Fastest Growing Companies on Earth”

Everyone at ... Read More

As customers gravitate toward alternative means of contacting your business, call centers must contend with many different types of customer interactions. Plus, today’s particular customers expect you to know who they are and why they are calling. Ignorance to their plight, or the necessity to repeat a previously explained situation, will result in customer frustration and loss of business for your ... Read More

It wasn’t too long ago that marketing organizations struggled to successfully operate call centers with their accompanying staff, business processes and technologies.

In the past, call centers were established with the purpose of cost reduction. As such, call centers often encompassed low-level business functions and significance was considered minimal.

Today, however, organizations are now realizing the critical ... Read More

Why are some organizations slower to adopt intelligent desktop technology— technology that is proven to improve customer experience? Cincom’s Customer Experience Management team provides some insights.

There are an outstanding series of videos sponsored by the Stanford Technology Ventures Program. One in particular is outstanding in the area of early adopter’s contributions to a start-up trying to sell software over the Internet. It features Eric Ries, co-founder and CTO of IMVU, best-selling author and board member for several companies.

Insurance businesses are more relationship-based, with accounts characterized by a longer life cycle of customer loyalty and less turnover. As a result, the insurance industry has always presented a more pronounced need for upselling, and also relies heavily on blended inbound and outbound service centers, in support of direct mail initiatives to accomplish marketing and revenue goals. Insurance marketing uses a heavy program of customer acquisition initiatives with a low rate of return.

... Read More

By Randy Saunders

A recent Ventana Research report titled, "Customer Experience Management: Improving the Consistency and Quality of Customer Interactions," found that only “12 percent of organizations provide optimal [Customer Experience Management] CEM.”

In an era where “customers may be one annoying phone conversation or frustrating experience at a poorly ... Read More

From LeadLife Newsletter:

With economic instability, lead nurturing is more critical than ... Read More

By Dale Wolf

If you will pardon me for bragging just a bit on one of the products that I work on, Ventana Research has just released a review of Cincom Synchrony. This is the latest in a string of positive awards and reviews that at least give me ... Read More