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CRM: At the Speed of Light, Paul Greenberg’s book, 2009 and 2010 editions
More marketers use social networking to reach customers
posted on: Nov 6, 2009 | author: admin
SAN FRANCISCO — Ford Motor has high hopes for Fiesta, a popular model abroad launching in the U.S. next year. So how does it introduce the subcompact car to Americans? A massive ad blitz on TV? In-house promotions at dealers nationwide? Nope. In April, Ford tapped 100 top bloggers and gave them a Fiesta for six months. The catch: Once a month, they’re required to upload a video on YouTube about the car, and they’re encouraged to talk — no holds barred — about the Fiesta on their blogs, Facebook and Twitter. “It’s extremely important to this company’s history,” says Scott Monty, whose job as head of social media at Ford was created about a year ago to take advantage of the growing social-networking wave. “It’s about culture change and adapting to this ongoing way of communicating. The bloggers are fully free to say what they want.” Social-media services, such as Facebook, Twitter, YouTube and countless other websites, have had a profound effect on how millions of Americans — especially those under 35 — interact with...
Customer Service? Ask a Volunteer
posted on: Nov 5, 2009 | author: admin
HERE’S the job description: You spend a few hours a day, up to 20 a week, at your computer, supplying answers online to customer questions about technical matters like how to set up an Internet home network or how to program a new high-definition television. The pay: $0. A shabby form of exploitation? Not to Justin McMurry of Keller, Tex., who spends about that amount of time helping customers of Verizon’s high-speed fiber optic Internet, television and telephone service, which the company is gradually rolling out across the country. Mr. McMurry is part of an emerging corps of Web-savvy helpers that large corporations, start-up companies and venture capitalists are betting will transform the field of customer service. Such enthusiasts are known as lead users, or super-users, and their role in contributing innovations to product development and improvement — often selflessly — has been closely researched in recent years. There have been case studies of early skateboarders and mountain bikers and their pioneering tweaks to their gear, for example, and of the programmers who...
Customer Service in a Downturn Economy New: Using Social Media to...
posted on: Oct 24, 2009 | author: admin
Business Week cover story April 25, 2009 Business Week cover story April 25, 2009 HERE’S the job description: You spend a few hours a day, up to 20 a week, at your computer, supplying answers online to customer questions about technical matters like how to set up an Internet home network or how to program a new high-definition television. read...
How To Form A Powerful Partnership with Customers and the Contact...
![How To Form A Powerful Partnership with Customers and the Contact Center [podcast!]](http://drnatnews.com/wp-content/themes/eNews/timthumb.php?src=wp-content/uploads/2009/10/1to1.jpg&h=172&w=172&zc=1)
posted on: Oct 24, 2009 | author: admin
1to1Media Natalie Petouhoff, Ph.D., senior analyst at Forrester Research, talks with Mila DAntonio, managing editor, 1to1 Magazine, about the steps for tuning an organizations contact center into its business partner. read...
Serving Up Service Strategies
posted on: Oct 24, 2009 | author: admin
CRM Magazine August 2009 CRM Magazine August 2009 It’s hard to find someone not talking about how the state of the economy is transforming the way organizations have to conduct business. One of the most common out-of-bounds calls is to “do more with less”—something that might lead some companies to commit a double fault. Nowhere is this heard more plaintively than in the contact center—especially one still seen by its corporate overseers as a cost center. read...
5 Recession-Busting Customer Service Strategies
posted on: Oct 24, 2009 | author: admin
CRM Magazine Feb 23, 2009 During a time of economic uncertainty, with President Barack Obama’s stimulus package yet to take effect and companies still looking for places to cut, new research from Boston-based analyst firm Forrester Research stresses the importance of prudently pumping money into customer service. read...
Customer Service Can Equal Revenue
posted on: Oct 24, 2009 | author: admin
1to1Media 07/14/2008 1to1Media 07/14/2008 In the new Forrester Research report, “Customer Service: A Keystone of Your Corporate Revenue Strategy,” senior analyst Natalie Petouhoff concludes that customer service, and the contact center in particular, are vital contributors to profit and value. read...
Wanted: A New Customer Service Solution
posted on: Oct 24, 2009 | author: admin
TMCNet November 11, 2008 The recent Forrester Research Customer Service Software Solution WAVE™ Q4 2008 study points to a strong need for a new customer service solution: one that bridges the three silos of interaction-, record-, and process-centric customer service products. read...
Forrester CRM Analyst Natalie Petouhoff On CRM and IT failures [...
posted on: Oct 24, 2009 | author: admin
ZDNet February 23rd, 2009 Strong executive leadership and organizational transformation are essential determinants of successful IT projects. Any IT initiative that does not properly address these strategic points is doomed to fail. read...
Six Steps for Partnering With Your Contact Center
posted on: Oct 24, 2009 | author: admin
1to1Media 02/23/2009 Never before has the evidence been so clear that companies need to deliver stellar customer experience. The best place to start is in the contact center, by repositioning it as a strategic C-level business partner. read...