Serving Up Service Strategies

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.

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5 Recession-Busting Customer Service Strategies

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.

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Customer Service Can Equal Revenue

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.

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Wanted: A New Customer Service Solution

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.

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Forrester CRM Analyst Natalie Petouhoff On CRM and IT failures [podcast]

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.

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Six Steps for Partnering With Your Contact Center

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.

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Forrester’s Practical Solutions To Growing Business and Cutting Costs

TMCNet

January 30, 2009

There has been much and understandable wailing in the current economic climate about ‘yes I need to retain and grow customers but my CFO has axed my budget’.

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Companies Catch the Customer Experience Wave

TMCNet

Difficult economic times call for a renewed focus on customer service and the customer experience, but CRM software buyers aren’t going to find everything they need in one application or suite.

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Customer Service Software Rankings Look Familiar

SarchCRM: TechTarget

Oct 23, 2008

As more companies look to grab hold of a raft to stay afloat in an increasingly commoditized business environment, new research from Boston-based industry analyst and consulting firm Forrester Research finds innovating on the customer experience may be the final chance to swim to safety.

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