Real-Time Data:

Content Related to Real-Time Data



• 	CRM Essentials: 3D/CRM a Paradigm Shift Everyone claims to know “best practices.” In this virtual case study, seasoned industry expert Jeff Lionz has pared down the enormous area of Customer Relationship Management to include only the most critical elements. You'll hear a clear and cohesive study of Customer Relationship
  Tags: salesforce.com | customer relationship management | crm deployment

• Turning Data into Profit: Using the Customer Experience to Drive Improvement and Growth at Oracle It is well documented that optimizing customer loyalty has a direct and positive impact on a company’s financial performance and strategy. Increasing customer loyalty through improved customer experiences can be driven by the insight gained from a comprehensive customer feedback program. As companies have better visibility into the attitudes, expectations and preferences of their customers, they ca....Read more

  Contributor:  Jeremy Whyte Tags: ROI | root cause analysis | customer loyalty 02/17/2009  12:00:00 AM EST

• 	Time-onomics and The 24-Hour Customer Adrian Ott, a top Silicon Valley strategist who provides a market edge in today's exponential economy, takes some time to discuss her new book, The 24-Hour Customer and how and where customers are spending their time. In our fast paced world fueled by modern technology, consumers are
  Contributor:   Gina Scanlon Tags: The 24-Hour Customer | Adrian Ott | Silicon Valley 08/24/2010  12:00:00 AM EDT

• Data Management: Go on a Data Diet...Or Risk Hurting Marketing, Losing Customers In the effort to better target profitable customers and enable 1:1 marketing, companies have been collecting and managing as much customer information as they can get their hands on.  Many industries & leaders, such as credit cards (Capital One), retail (Amazon) and consumer goods (Dell) have built strong franchises through data-driven marketing. Although collecting as much data as pos....Read more

  Contributor:  Mitchell Osak Tags: data management | big data | data analytics 01/12/2012  12:00:00 AM EST

• Reaping the Customer Management Rewards of Data Analytics It’s no secret that leading firms such as Wal-Mart, American Express, Capital One, Amazon and CarMax use cutting-edge Data Analytics to outflank competition, improve marketing & operational efficiencies and get closer to their customers' needs.  Making sense of internally generated data – its collection, synthesis and reporting – and turning it into learnings and ....Read more

  Contributor:  Mitchell Osak Tags: big data | data analytics | data management 01/06/2012  12:00:00 AM EST

• Chat Happens: Tackling Real-Time Text in the Call Center With text-based communication fast becoming the norm in society today, anthropologists estimate that by next year humans will have no vocal cords to speak of. Spoken conversation will soon become as rare and as odd an occurrence as a good Samuel L. Jackson movie or the closing of a Starbucks.   Thus, offering a web chat option in your call center is no longer merely recommended but totally....Read more

  Contributor:  Gregory Levin Tags: real-time text | chat management solution | chat metrics 03/29/2011  12:00:00 AM EDT

• Unpacking Call Center Average Handle Time Average Handle Time, the total time a call center takes, divided by the total number of calls it receives or makes, is never a good thing on its own. Speaking as a manager from an analyst background, if you have access to data including average handle time, then it is a duty to report on the more discrete features of your activities. For example, a call center may indeed take a thousand calls, but how ma....Read more

  Contributor:  Charles Baker Tags: call center | call center representative | average handle time 02/19/2010  12:00:00 AM EST

• Data Management: How IBM, Wal-Mart, Cablecom are Driving Profit, Improving Customer Experience The ability to leverage and monetize internal data, the Holy Grail of CRM, is now within reach of most medium to large enterprises. Low cost computing power, new software tools and sophisticated math skills have converged to enable high-level data analytics, a powerful capability that can drive incremental revenue, improve workflow efficiency and enhance customer satisfaction.  Basically, ....Read more

  Contributor:  Mitchell Osak Tags: data management | big data | crm 01/11/2012  12:00:00 AM EST

• Structured vs. Unstructured: How to Get the Most out of Surveyed Data Every company wants to make measuring customer satisfaction and loyalty a top priority. They all talk about it; most of them do it. But are they doing it right? To help answer that question, this article provides an overview of just one of the elements of a successful, enterprise-wide Voice of the Customer (VOC) program: customer data -- both survey and non-survey.  Types of Customer Data C....Read more

  Contributor:  Annette Gleneicki Tags: VOC | structured | unstructured 10/02/2010  12:00:00 AM EDT

• How to Improve Process Management with VOC Feedback Voice of the customer (VOC) feedback is one of the most valuable tools that organizations possess. Providing the correct information is collected and analyzed to create actionable insights. Key problems that continue to challenge those tasked with managing VOC feedback is how to convert the information into increased revenue and ROI. [eventpdf] Research conducted by Allegiance last year found....Read more

  Contributor:  Customer Management IQ Tags: VOC | ROI | customer feedback data 12/20/2010  12:00:00 AM EST

• Clara Shih Suits Up Sales and Marketing for the Facebook Era If you ask social CRM expert Clara Shih about reactions by most companies to the topic of social media, she would tell you “it's still very early.” Shih founded faceforce (the business application on Facebook now known as Faceonnector) and wrote The Facebook Era: Tapping Online Social Networks to Build Better Products, Reach New Audiences, and Sell More Stuff. By engaging in the foru....Read more

  Contributor:  Clara Shih Tags: social media | Facebook | faceforce 10/27/2009  12:00:00 AM EDT

• Hey, Shut Up and Listen...Please I attended a very good webinar recently, led by Amber Naslund at Radian6, on listening and engaging with social media. The conversation was timely in light of the recent statistics I saw, and blogged about, on how CIOs are erecting walls around their businesses. While Amber covered a lot of ground the one topic I wanted to build on was the simple act of passive listening. Let me remind of you someth....Read more

  Contributor:  John Moore Tags: crm | scrm | customer relationship management 07/06/2010  12:00:00 AM EDT

• 	Are You Crippling Your Customer Experience? “How often have you been on a call, only to be put on hold, repeat your information as you’re transferred around, or worse, get the wrong answer?” In asking that simple question, Stacy Leidwinger, Vivisimo ’s senior director of product management, hits on the disappointment millions
  Contributor:   Tags: customer experience | workforce management | ivr 12/07/2011  12:00:00 AM EST

• Improving Customer Experience and Call Center Time Management with Call Path Control Countless call center dollars can be saved every year if call center representatives learn to control the path of the conversation with the customer. In your training sessions, you can teach the call center representatives special call control and discovery techniques. These skills will enable the call center representatives to avoid dead air after a presentation or having to listen to long winded custom....Read more

  Contributor:  Judy McKee Tags: call center | call center representative | training 12/10/2009  12:00:00 AM EST

• Three Ways to Bring the Call Waiting Times Under Control One of the more obvious changes that has occurred in the call center in the last 10 to 20 years is that the call center has taken on an operational role that is far different than before. In the past the call center for high technology companies was primarily used as a backup to technical support operation for service technicians in the field and on customer sites. As products have become more and m....Read more

  Contributor:  William Bleuel, PhD Tags: call center | queuing theory | hold time 12/21/2009  12:00:00 AM EST

• Average Handle Time: The Good, the Bad and the Ugly Average handle time is the total amount of time spent by a call center representative in dealing with a caller’s issue, including information gathering and documentation, issue resolution/escalation and the completion of the incident processing activities even if it extends beyond the end of the call.  Call centers and service desks all over the world swear by Average Handle Time, and for....Read more

  Contributor:  Alex Lowenthal Tags: call center | average handle time | metric 02/12/2010  12:00:00 AM EST

• A Non-Mathematical Approach To Basic Forecasting The non linearity of queuing is known, from this knowledge the first leap of faith is to believe that improvement in queuing performance at the call center can have a positive impact on customer satisfaction.  While this does not seem like a very big leap, there is little experimental evidence to prove that it is true. There is a great deal of statistical evidence that will show that improvements in....Read more

  Contributor:  William Bleuel, PhD Tags: queuing | call center | forecasting 04/26/2010  12:00:00 AM EDT

• 	How to Make the Most of Your Customer Feedback Data SVP of Marketing for Confirmit, Gary Schwartz, talks with CMIQ about customer feedback data, and how modern trends like social crm are changing the nature of what needs to be measured. Gary also gives a few examples of Confirmit's collaborators concerning data analysis, and what the
  Contributor:   Gina Scanlon Tags: customer base | software | data capture 10/14/2010  12:00:00 AM EDT

• 	The Modern Consumer and the 'Spend Shift' Movement John Gerzema, Chief President of Brand Asset Consulting, and co-author of new book Spend Shift: How the Post-Crisis Values Revolution is Changing the Way We Buy, Sell, and Live speaks with Customer Management IQ about how he became interested in writing the book, and how the modern consumer is choosing
  Contributor:   Gina Scanlon Tags: Spend Shift | John Gerzema | Michael D'Antonio 10/21/2010  12:00:00 AM EDT

• Are You Ready for Enterprise Feedback Management (EFM)? Enterprise Feedback Management (EFM) Defined Enterprise Feedback Management is the process of systematically collecting, analyzing, consolidating and then using all sources of feedback to improve your business and your overall profitability. EFM includes not only aggregating feedback from multiple stakeholders across multiple channels, but also disseminating real-time, actionable information across ....Read more

  Contributor:  Richard Hanks Tags: data management | enterprise feedback management | feedback management 07/20/2009  12:00:00 AM EDT

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