Customer self service
- May 08, 2019
Salesforce's new analytics tools for financial services follow AI advancements from IBM Watson and Acquia upgrading customer experiences in retail banking and wealth management.
- April 17, 2015
Companies now see online self-service options as a must-have for customer experience strategy.
- April 19, 2011
If you’re serious about boosting self-service success, the time to invest is now, the TSIA’s John Ragsdale writes in this month’s column.
- August 03, 2010
When launching a customer self-service CRM initiative, it's important to avoid these five common pitfalls.
- August 03, 2010
Self-service doesn't mean hands-off. Successful self-service and social CRM efforts require committed employees to manage, monitor and develop content.
- July 29, 2010
Self-service software encompasses a wide range of technologies. Finding the right system to serve your needs -- and your customers' -- demands careful consideration.
- October 01, 2009
The recession has companies looking harder at customer self-service technology, but the underlying knowledge base must be carefully constructed, according to a Gartner CRM Summit speaker.
- September 09, 2008
Mobile phones and browsers with "privacy mode" are creating challenges for buyers evaluating Web analytics technology. Gartner offered some advice and best practices at its CRM summit.
- August 28, 2007
Launching a new CRM program or jump-starting an existing one requires a careful self-assessment of processes and technology, according to a recent report.
- August 01, 2007
The top CRM news stories of 2007 focus mostly on CRM software vendors in the market. Usability, analyst rankings and the customer experience round out the CRM market headlines that were the biggest hits so far this year. Catch up on what you missed ...
- November 30, 2006
John Ragsdale, vice president of research for the SSPA discusses self-service technology moving from a tactical to a strategic imperative, microsites and the vendors in the market.
- September 14, 2006
Organizations such as Visa USA, AARP, BellSouth and Royal Caribbean are moving away from straight rewards-based loyalty programs to experiential loyalty.
- October 19, 2005
Siebel's CEO had hoped to bring the company back to dominance on the strength of its analytics. With the pending Oracle acquisition, others hope it survives.
- July 12, 2005
A self-service portal helps technicians for the automotive giant solve problems themselves before calling for support.
- June 30, 2005
After BellSouth's recent extreme "search makeover," it's now easier to find both online self-service and happy customers.