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- Best Practices for Translating Customer Satisfaction into Revenue
- Today's support organisations are focused on two top-level metrics: financial results and customer satisfaction. For most, it's easy to track financial performance, but customer satisfaction is akin to speaking a foreign language. How do you quantify customer satisfaction? Download the Best Practices...
- White papers 2009-11-06
- Apple releases iPhone OS 3.1.2
- Wow, you guys have been putting up with all those bugs?Yikes. Makes me glad I have a better phone.You mean one of those phones with near zero customer satisfaction levels By near zero I mean in comparison with iPhone satisfaction levels as recently reported by JD Power.Even with this handful...
- Discussion threads 2009-10-08
- Apple leads smartphone customer satisfaction
- Apple is the top smartphone dog in both consumer and business satisfaction, according to J.D. Power and Associates 2009 rankings. J.D. Power released a bevy of surveys gauging the satisfaction with traditional mobile phones and smartphones statement. The surveys ranked vendors by whether consumers are using the...
- Blog posts 2009-10-08
- infinitas Learning Increases Customer Satisfaction and Reduces Support Costs
- infinitas learning wanted to facilitate the successful application of a new business model - the supply of digital content to students - through digital supply chain management and governance and provide the ability to quickly and proactively trace problems in digital content provision to infinitas, the hosting provider, the publisher...
- Case studies 2009-10-01
- Financial Services Firm Boosts Productivity and Customer Satisfaction With New System
- ValMark Securities' insurance business was handicapped by an inflexible third-party Agency Management System AMS. Managers were forced to use a report database populated with day-old data to run the business. When customers contacted the company expecting the reps to have the most up-to-date information, the data lag sometimes frustrated customers....
- Case studies 2009-09-01
- Rail Operator SJ Uses CRM to Increase Profits and Customer Satisfaction
- This case study looks at how the government-owned Swedish rail operator SJ responded to the competitive threat of pending industry deregulation. Combining its CRM initiative, SJ Prio, with its service excellence has helped SJ significantly increase revenue growth and profitability. Executives in charge of customer experience can use this research...
- Case studies 2009-08-31
- PC makers make (small) progress closing Apple's customer satisfaction gap
- Let me put on my flame proof suit.....Apple customers as a group are unique in their loyalty to Apple. PC customers are not very loyal at all to any particular PC brand. Apple customers, as a group also seem to put up with abuse by Apple, which in my opinion...
- Discussion threads 2009-08-18
- PC makers make (small) progress closing Apple's customer satisfaction gap
- Apple's customer satisfaction index rating slipped a bit in 2009, but PC makers such as Gateway and HP managed to improve their ratings, according to the University of Michigan's American Customer Satisfaction Index. Apple is still leader of the pack with a score of 84, down from...
- Blog posts 2009-08-18
- Apple can't seriously be "very happy" with AT&T relationship
- If you're Apple and you sell 5.2 million iPhones in the third quarter, then you're probably feeling just fine about that exclusive carrier agreement that you have with AT&T in the U.S. After all, look at the numbers. Apple beats Wall Street again - even in the midst of one...
- Blog posts 2009-07-22
- Survey: Microsoft customer satisfaction takes second quarter hit
- Survey: Microsoft customer satisfaction takes second quarter hitIf they suck so muchWhy competitor can't manage to significantly increase market share in many fields where Microsoft is keeping(O.S) or even increasing(Server,B.I) its market share, like O.S market ?Could it be that much of the negative perception people has of Microsoft...
- Discussion threads 2009-07-15
- Survey: Microsoft customer satisfaction takes second quarter hit
- Customer satisfaction for Microsoft's applications and operating systems took a hit in the second quarter, according to a report by VendorRate, an outfit that tracks vendor satisfaction. It's unclear why Microsoft's scores fell so much. VendorRate tracks the wisdom of crowds and ranks...
- Blog posts 2009-07-15
- International Distributor Sees ROI, Customer Satisfaction Soar With SOA-Based Solution
- Tallard Technologies distributes high-tech products to Latin American resellers. But sales and inventory transactions it conducted with its largest customer weren't very high-tech. When customer asked Tallard to adopt an Electronic Data Interchange solution, company optimized its existing SAP application platform by implementing a service-oriented architecture with Microsoft BizTalk Server...
- Case studies 2009-06-01
- Barclays Bank PLC - Bank Adopts Technology to Improve Customer Satisfaction and Promote Retention
- Barclays Bank PLC provides banking, investment banking, and investment management services throughout the world, including the Arabian Peninsula. After introducing consumer banking services in the United Arab Emirates, a system was needed to track and resolve both complaints and sales leads in a timely manner. To ensure the retention and...
- Case studies 2009-05-06
- Lawson Software: Positive first impressions
- I'm currently attending Lawson Software's annual conference, called CUE 09, in San Diego. Since this is my first in-depth exposure to the company, I thought it appropriate to share a few thoughts and comments. Overall, I like the company: the people are nice, they articulate product strategy clearly, and senior management obviously...
- Blog posts 2009-04-21
- Wind River Systems, Inc. Deploys Online Support Site to Improve Customer Satisfaction
- Wind River Systems, Inc. wanted to replace online customer support application with a system integrated with existing Oracle E-Business Suite and Oracle iSupport applications to enable customer self-service and consolidate Oracle Web Center Portal with an Enterprise 2.0 foundation for the deployment of additional functionality. The challenge was to implement...
- Case studies 2009-04-01
- Piper Jaffray upgrades Amazon on customer satisfaction; Kindle, iPhone apps
- Piper Jaffray upgrades Amazon on customer satisfaction; Kindle, iPhone appsI don't know I want Kindle2......Or maybe I know that I don't want it, I'm not sure.Amazon and Sony are the two major ebook reader vendors, and there are a couple of others. Each supports different, sometime competing formats of content,...
- Discussion threads 2009-03-09
- Piper Jaffray upgrades Amazon on customer satisfaction; Kindle, iPhone apps
- Amazon snared an upgrade from Piper Jaffray Monday based on a customer service survey and e-commerce innovations such as the Kindle and its associated iPhone application. However, the reasoning behind the upgrade is debatable. In a research note, Piper Jaffray analyst Gene Munster acknowledged that he was...
- Blog posts 2009-03-09
- Volvo Trucks Speeds Problem Resolution Time, Improves Customer Satisfaction Rate to 93%
- Volvo Trucks wanted to install a customer service system to improve satisfaction rates and record all service requests and feedback to build a complete history of customer transactions. The challenge was to develop a systematic way of managing customer information and shorten problem resolution time and ensure truck repairs are...
- Case studies 2009-03-01
- Sangfei Communications Achieves Accuracy, Efficiency, and Customer Satisfaction Goals
- The agreement with Philips, in addition to a growing original equipment manufacturing business, prompted Sangfei Communications to review its product lifecycle management processes to see if there were ways to improve efficiency. This would enable the company to meet rapidly changing market demands, manage increasingly complex product lines, shorten the...
- Case studies 2009-03-01
- Newegg, Amazon, Netflix lead e-tail customer satisfaction; eBay hits all-time low
- Consumers report more customer satisfaction with goods and services, but e-commerce results were mixed as e-tailers like Amazon and Newegg remained strong but online broker scores dropped. The American Customer Satisfaction Index ACSI ticked up to 75.7 in the fourth quarter, up 0.9 percent from a year...
- Blog posts 2009-02-17
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