How do you make your brand unique in today’s commoditized world? The customer experience has become a big differentiator in a world where the consumer now has power. Sauarbh Mittal discusses what to do and lists the five mistakes companies need to avoid.
A digital media professor, a business school professor, and a marketing professor share their thoughts and suggestions on how businesses can use social media successfully. Read their tips.
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.
Wipro Voice: A Conversation with Rahul Koul, Manager, Strategic Marketing, and Kathik Nagendra, Manager, Wipro…
New Contact Center Management Solution Enables Social CRM, Streamlines Processes, and Ensures Cost-Effective Flexibility | Article
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.
Kids have been tweating and creating Facebook pages for years. But over the last 12…
How Sophisticated Consumers, Globalization, and the Economy are Changing How Companies Compete | Article
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 | Article
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.
In the past, barriers to moving a call center back on shore included the high cost of staffing, training, technology, and terminating a contract early. Organizations can now handle their move back onshore cost-effectively and get up and running again quickly. Here’s how.
ACS collects child support payments for the state, which increased scope and added customer care. Soon after that transition, Hurricane Katrina hit. ACS went into overdrive to get child support payments to parents, many of whom had fled the state.