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ZDNet Resources
- Building Customer Relationships One Interaction at a Time
- Successful customer-oriented companies have figured out that customer relationships can only be built one interaction at a time, and are re-aligning objectives around just that: the customer interaction. Given this reality, imagine an environment where one could personally direct the outcome of every single customer interaction, start to finish. Where...
- Tags: Customer Interaction, Customer Relationship
- White papers 2007-09-01
- When Real Time Is the Right Time: How Real-Time Decision Making Improves Your Customer Interactions
- As a customer, has one ever experienced less than ideal service when calling a customer support center? Does it seem like organizations just don't recognize what a valuable customer one is? Although the customer interactions may take only a few moments, the impression made by the company on the customer...
- Tags: Customer, Decision-making, SAS Institute, Customer Interaction, Tools & Techniques, Management
- White papers 2007-08-01
- 2Touch Streamlines Customer Interaction Processes With Avaya and Noetica Solution
- 2Touch needed a front-end solution to guide agents through conversations with their clients' customers; the solution needed to be deployed within a short timeframe. In addition, 2Touch needed a tool that would save time and energy in setting up new customer interaction processes and making amendments to existing ones. The...
- Tags: Customer Interaction, Avaya Inc., 2Touch, SYNTHESYS, Call Centers, Real Estate, Service-Oriented Architecture (SOA), Operational Planning, Customer Relationship Management (CRM), Business Process Automation, Enterprise Software, It Operations, Business Operations, Web Services, Software
- Case studies 2007-08-01
- Enterprises and Service Providers: Wining with Managed Customer Interaction Services
- Enterprises that do a good job of keeping their customers happy demonstrably add shareholder value. The evolution toward IP and open standards results in the separation of applications from the infrastructure that delivers them, and opens up attractive, new customer interaction markets to Service Providers SPs. SPs can now...
- Tags: Service Provider, Customer Interaction, Enterprise, Business Services
- White papers 2006-02-17
- Enterprises and Service Providers: Winning With Managed Customer Interaction Services
- Enterprises that do a good job of keeping their customers happy demonstrably add shareholder value. The evolution toward IP and open standards results in the separation of applications from the infrastructure that delivers them, and opens up attractive, new customer interaction markets to Service Providers SPs. SPs can now offer...
- Tags: Service Provider, Customer Interaction, Enterprise, Business Services
- White papers 2006-02-01
- Customer integration points
- Over the past five years, many CIOs have put significant effort intodeploying customer relationship management CRM systems. These systemsprovide a single view of the customer for the sales organization and givereal IT support to activities that were previously handled inspreadsheets, address books, and e-mail. Getting these systems integratedinto...
- Tags: CIH virus, customer interaction
- Blog posts 2005-01-26
- Customer integration points
- Over the past five years, many CIOs have put significant effort intodeploying customer relationship management CRM systems. These systemsprovide a single view of the customer for the sales organization and givereal IT support to activities that were previously handled inspreadsheets, address books, and e-mail. Getting these systems integratedinto...
- Tags: customer interaction, CIH virus
- Blog posts 2005-01-26
- Epson Says Hello to Better Service With mySAP Customer Relationship Management
- With customer loyalty quickly disappearing and the competition just a mouse-click away, Epson Korea knew it needed to rethink its customer relationship management CRM strategy so it could continue to deliver on its commitment to superior customer service - and at the same time reduce operating costs. To meet these...
- Tags: mySAP, Digital Imaging, Epson, Customer Interaction, mySAP CRM, Customer Relationship Management (CRM), Enterprise Software, Software
- Case studies
- Turn Customer Feedback Into Actionable Insight and Profits: Enhance Customer Relationships Through Enterprise Feedback Management
- Virtually all organizations collect some form of customer feedback, whether through individual surveys or regular customer interactions. But how many actually use it to improve their customer interactions? By some estimates, only a fraction - less than 10% Enterprise Feedback Management EFM is enabling organizations to transform the attitudinal data...
- Tags: SPSS Inc., Customer Interaction, Marketing Research, Digital Media, Marketing, Consumer Electronics, Personal Technology
- Webcasts
- Combining Transactional Analytics With Insight From Interactions: A New Approach to Improving Customer Retention Models
- If organizations could incorporate insight from the millions of spoken customer interactions that they receive in their contact centers, they would greatly improve the accuracy of their predictive models, be able to identify the customers who show a high risk of defection much earlier, and treat them immediately. By turning...
- Tags: Analytics, Customer Interaction, NICE Systems Ltd., Financial Planning, Finance
- White papers
- Tomorrow's Customer Interactions: A New Vision for the Contact Center
- Imagine a world where the customers can easily reach the company anytime, anywhere, via any device or mode of communication regardless of location or number of participants. With converged second generation IP communication networks come new standards such as Session Initiation Protocol SIP. SIP enabled devices and applications have the...
- Tags: SIP, Siemens AG, Contact Center, Vision, Customer Interaction, Session Initiation Protocol (SIP), Call Centers, Customer Relationship Management (CRM), Emerging Technologies, It Operations, Enterprise Software, Software
- Webcasts
Additional Resources
- Bausch & Lomb puts new CIO in charge of customer service
- Eye care company Bausch & Lomb has given its CIO the customer service reins. On Wednesday, the company named Alan Farnsworth, senior vice president of customer service and information technology and chief information officer. Cutting through the rather bloated title, it appears that Bausch & Lomb has...
- Tags: Customer Service, CIO, Bausch & Lomb Inc., Information Technology, Product Marketing, Customer Relationship Management (CRM), Marketing, Enterprise Software, Software, Larry Dignan
- Blog posts 2008-07-23
- McAfee debunks recent vulnerabilities in AV software research, n.runs restates its position
- Several days after blogging about a research conduced by n.runs AG that managed to discover approximately 800 vulnerabilities in antivirus products, McAfee issued a statement basically debunking the number of vulnerabilities found, and providing its own account into the number of vulnerabilities affecting its own products : "A recent...
- Tags: Software, McAfee Inc., Antivirus, Vulnerability, Vendor, Flaw, N.Runs, Dancho, Security, Viruses And Worms, Dancho Danchev
- Blog posts 2008-07-23
- Virtual Iron Customer Profile: Goodell DeVries Leech & Dann, LLP
- I had the chance to speak with Goodell DeVries Leech & Dann's David Roden, a few questions about their use of Virtual Iron's virtual server environment. Thanks for spending time with me, David! Here are my questions and David's answers: Who are you and what...
- Tags: Virtual Iron, Server Virtualization, Disaster Recovery, Virtualization, Servers, Hardware, Data Management, Dan Kusnetzky
- Blog posts 2008-07-23
- 75% of online banking sites found vulnerable to security design flaws
- In a paper entitled "Analyzing Web sites for user-visible security design flaws" to be published at the Symposium on Usable Privacy and Security meeting at Carnegie Mellon University July 25, Atul Prakash and two of his doctoral students examined 214 financial institutions in 2006, finding that over 75% of all...
- Tags: Bank, Online Banking, Flaw, Security, Financial Services, Dancho Danchev
- Blog posts 2008-07-23
- How to lose customers by not even trying
- "The easiest way to lose a customer? make it clear you don't care about that customer." Tired old wisdom, right? Sure, but checkout how this applies to webstores - and understand the message poorly thought out webstores send customers. by Paul Murphy
- Tags: Avis Rent A Car System Inc., Hertz Corp., Sun Solaris, Microsoft Windows, Scripting Languages, Microsoft Windows Server 2003, Operating Systems, UNIX, Web Browsers, Servers, Software, Software/Web Development, Web Development, Internet, Hardware, Paul Murphy
- Blog posts 2008-07-23
- Is this the New Apple?
- PowerPage podcaster Youngmoo Kim relays his experience with trying to get an iPhone 3G and on being an "IRU" Individual Responsible User. Apple just doesn't want me to have an iPhone 3G. After a few half-hearted attempts bailing at the sight of long lines, I spent about two hours...
- Tags: Apple iPhone, Apple Inc., IRU, 3G, Cellular Phones, Wireless, Consumer Electronics, Personal Technology, Jason D. O\'Grady
- Blog posts 2008-07-22
- E-gold owners plead guilty to money laundering
- E-gold owners plead guilty to money launderingGoodbye privacy?Cash leads to crime, too. Should we enforce credit/debit card payments only? If so, let's ban gold trading altogether!I will be obvious and boring then...[Please excuse my poor "Engrish" and my rushed-up style.]Hi guys.I don't agree with your opinion and thought a very...
- Tags: Identity theft, Taxes, Free trade, Financial accounting, Financial Planning, Financial services, bank transaction, e-Gold, tax, financial
- Discussion threads 2008-07-22
- A look at the recent Firefox 3 vulnerability
- True to form, Billy Rios promised a more in depth look at the MSFA2008-35 vulnerability which is another protocol handler flaw in Firefox 3. As previously reported here, this was another protocol handler flaw that led to arbitrary remote command execution, and is especially dangerous since it can be deployed...
- Tags: Mozilla Firefox 3.0, Mozilla Firefox, Apple Safari, Vulnerability, Protocol Handler, Firefox3, Security Decision, Web Browsers, Security, Internet, Nathan McFeters
- Blog posts 2008-07-22
- Citizens Bank Online is down
- Citizens Bank Online is downWhy is this news?I have been a customer for 5 years and this site regularly goes down overnight for maintenance note the time of the post. Since this is a "bank" with undoubtedly a big nightly batch cycle and not an infrastructure provide, I am...
- Tags: cloud computing, Citizens Bank Online
- Discussion threads 2008-07-22
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