Research & Insight

Social Media

Parature Becomes the First CRM Service Provider to Offer a Facebook App

Outsourcing Center, Beth Ellyn Rosenthal, Senior Writer

Parature, a SaaS provider in the customer relationship management space, has collaborated with Facebook to develop a new application specifically for the site. It allows users to engage with customers directly on the Facebook page and creates the ability to provide direct support from the Facebook wall. Here’s how it works.

Social Media and Its New Role in Business

Outsourcing Center, Beth Ellyn Rosenthal, Senior Writer

Rahul Koul, Manager, Strategic Marketing, Wipro Kathik Nagendra, Manager, Wipro, Council for Industry Research Wipro Voice: A Conversation on Digital Platforms with Rahul Koul, Manager, Strategic Marketing, and Kathik Nagendra, Manager, Wipro Council for Industry Research It’s cheaper. It’s more effective. Its reach is virtually boundless. And it’s all in one place. “Social networking and …

New Contact Center Management Solution Enables Social CRM, Streamlines Processes, and Ensures Cost-Effective Flexibility

Outsourcing Center, Kathleen Goolsby, Senior Writer

Today’s contact centers drive revenue and build customer relationships. Management of processes in those centers (whether outsourced, hybrid, or internal centers) is now easier and less costly using VContactCenter. This new CRM solution also facilitates capturing and managing data from social media such as Twitter, makes it easy to segment data, and provides multi-language yet standard capabilities for globalization.

Social Media: How Will It Change Outsourcing?

Outsourcing Center, Beth Ellyn Rosenthal, Senior Writer

Kids have been Tweeting and creating Facebook pages for years. But now, digital marketing has become a new tool of the business world. For the first time outsourcing buyers are asking their suppliers “for social media solutions to help them out, specifically in customer care,” reports Mike Wooden, Senior Vice President, Market Development, Business Process …

How Sophisticated Consumers, Globalization, and the Economy are Changing How Companies Compete

Outsourcing Center, Beth Ellyn Rosenthal, Senior Writer

Changes in the global economy and new demands by consumers have radically altered the business landscape, according to M.S. Krishnan. In light of four game-changing trends, he believes companies must focus on the centrality of the individual and on access to resources, not ownership of them, or what he calls N=1 and R=G. Read about how to apply his recipe for success.

Companies Need Customer Expectation Management Because Successful Customers Create Profitable Businesses

Outsourcing Center, Beth Ellyn Rosenthal, Senior Writer

Competition is fueling customer churn and testing customer loyalty. Vijayalakshmi S. Paduvalli describes how customer expectation management helps companies extend market share and expand relationships in today’s challenging economy.

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