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Denis Pombriant
The 2 Layers of Customer Experience
11/18/15 9:55 AM PT | CRM Buyer | 809 Words

... you've already considered this, but it just popped into my head the other day as I was thinking once again about customer experience -- or CX, as some people shorten it. I've often said that customers experience moments of truth and that...

Jeffrey M. Kaplan
How to Make the Cloud Enterprise-Ready: It's the Support, Stupid!
05/14/10 5:00 AM PT | E-Commerce Times | 548 Words

However, underlying these important concerns is an even more fundamental issue that keeps most IT and business decision-makers up at night: customer support . The truth is that a growing number of enterprises are very comfortable swapping out their legacy applications for Software...

Christopher J. Bucholtz
Customer Centricity vs. the Front-Office/Back-Office Fallacy
04/08/10 5:00 AM PT | CRM Buyer | 749 Words

The front-office stuff is used by the sales team and the marketing department -- often viewed as different species from the rest of the office -- and by those poor so-and-so's down the hallway in customer service. Everyone else at the company...

Erika Morphy
Kindle Case Could Crack Amazon's Customer Service Image
07/16/09 9:00 AM PT | E-Commerce Times | 819 Words

An unhappy Kindle customer is taking his grievance to court. Seattle resident Matthew Geise bought the second-generation model of's popular e-reader device, the Kindle 2 -- along with the US$29.99 Kindle Cover -- only to find that this protective covering was...

Erika Morphy
The Critical Condition of Health Insurance Customer Service
05/12/08 4:00 AM PT | CRM Buyer | 1135 Words

Rather, it is due to the fact that health insurance companies, by and large, are notorious for neglecting the most crucial element in their customer service operations: delivering straightforward, legalese-free explanations of their underwriting decisions.

The situation is not changing, despite...

Stefan Pollard
Creating an E-Mail Contact Strategy: Follow the Customer's Lead
04/11/08 4:00 AM PT | E-Commerce Times | 1253 Words

Developing Your Contact Strategy
When you're reaching out to your customers via e-mail, there are many variables you'll want to consider: How long have they been a customer ? How long has it been since they've made a purchase ?

Nora Macaluso
Study: Poor Customer Service Costing E-tailers Dearly
07/10/00 12:00 AM PT | E-Commerce Times | 429 Words

"The average company could have improved its online sales figures by almost 35 percent last year if it had provided better online customer service for potential customers," said Datamonitor consultant Steve Morrell. "This will be particularly important for new dot-com companies who...

Denis Pombriant
Dreamforce Pivot
11/09/17 11:05 AM PT | CRM Buyer | 879 Words

The emphasis this time seems to be on delivering what we used to call "whole product" -- the constellation of product, policies, procedures, and anything else that delivers customer nirvana.

In the last few years, our focus has been mostly around the...

Erika Morphy
Customer Survey Offers Banks a Roadmap to Success
10/23/06 3:52 PM PT | CRM Buyer | 415 Words

It rated and evaluated such factors as customer support , customer satisfaction and overall customer experience .

In general, the findings come as little surprise. Institutions such as Bank of America, which has invested millions in its online presence and...

Keith Regan
Microsoft Extends Support for Windows 98, ME
01/13/04 7:54 AM PT | E-Commerce Times | 615 Words

Microsoft has announced it will extend some forms of support for two older versions of its Windows operating system well beyond planned phase-out dates. The company justified the move by saying customers in far-flung countries are not aware enough of its phase-out schedule...

Nora Macaluso
One Year Ago: Study: Poor Customer Service Costing E-tailers Dearly
07/10/01 2:41 PM PT | E-Commerce Times | 444 Words

"The average company could have improved its online sales figures by almost 35 percent last year if it had provided better online customer service for potential customers," said Datamonitor consultant Steve Morrell. "This will be particularly important for new dot-com companies who...

Keith Regan
Study: Customer Service Lapses Hurt B2B
05/16/01 7:18 PM PT | E-Commerce Times | 393 Words

... customer service in the business-to-business (B2B) e-commerce sector threatens to undermine trust in the fast-growing industry, according to a study released Wednesday by Jupiter Media Metrix (Nasdaq: JMXI). Much like their consumer counterparts, B2B customers expect rapid response to their e-mail inquiries...

Denis Pombriant
AI and Customer Loyalty
10/19/16 2:53 PM PT | CRM Buyer | 652 Words

Some say they will usher in a new age of better business processes and customer orientation, while others fret that automation will kill jobs. Both might be true. There definitely will be jobs that no longer make sense for humans to do, thanks...

Erika Morphy
MyCyberTwin: Your Customer Service Fantasies Fulfilled
07/01/11 5:00 AM PT | CRM Buyer | 640 Words

... a customer service agent who can do virtually no wrong. She typically answers questions in about three seconds, with an astonishing 94 percent accuracy rate. MyCyberTwin Virtual Agent

She puts callers at ease, offering them information about related issues without making...

Jeff Meisner
Report: Customer Data Breach Costs Head Skyward
02/03/09 8:46 AM PT | E-Commerce Times | 679 Words

The study also tracked an assortment of cost factors, including outlays for network security systems, legal expenses, customer defection and reputation management , as well as costs associated with customer support services such as information hotlines and credit monitoring subscriptions.


Jay Lyman
The Great OpenStack-Amazon API Debate
08/08/13 5:00 AM PT | LinuxInsider | 922 Words

Today, however, is a different story, and the developer, vendor and customer support, as well as the momentum behind OpenStack, have surpassed that of CloudStack. Nevertheless, I believe the existence of multiple open source Amazon alternatives will drive the market for all of...

Dana Gardner
Juggling a Slippery Slew of SLAs
03/21/11 5:00 AM PT | E-Commerce Times | 2224 Words

... to a sponsored podcast discussion on how new models for IT support services are required to provide a single point of accountability when multiple and increasingly complex software implementations are involved. Nowadays, the focal point for IT operational success lies not so...

Robert C. Johnson
5 Ways to Stop Stressing Out Your Customers
05/07/15 3:33 PM PT | CRM Buyer | 842 Words

... executives -- especially customer service leaders -- will tell you that the customer is the most important person on the planet and that the company is focused on making the customer happy with a laser-like intensity. Take a look at a typical...

Randy Miller
Better Tech Support in 3 Easy Steps, Part 2
06/06/08 4:00 AM PT | TechNewsWorld | 1832 Words

Part 1 of this three-part series looked at assembling the best possible technical support team. Part 2 covers how to reorganize your company in order to take full advantage of your new and improved group. How well does it normally work when you...

Philippe Gaillard
Personalized Customer Care: It's More Important Than You Think
03/06/07 4:00 AM PT | CRM Buyer | 1186 Words

... not an easy task to summarize the makeup of today's customer in a singularly defined formula. Not only do customers' individual needs vary on a case-by-case basis, but as an aggregate whole, customers' needs are maturing and have become much more complex...

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