There is more communication within smaller organizations.

Whether [CDC is] acquiring the right companies or not, the strategy makes sense.

Organizations would do well to build decision trees and develop workflow processes to handle probable escalations or situations likely to occur based on previous customer interactions.

For low-priced, commodity-type products, automation is the most realistic venue as profit margins dictate that companies deploy LTC (lowest total cost of ownership) options, which are typically voice-automated, Web self-service, or offshore. For higher-priced products...

Organizations are pressured to grow revenues, reduce costs, and provide higher levels of customer service in a global marketplace where purchasers have more choices and less time than ever before. Selectively investing in high-value customers...

Organizations have spent millions capturing, analyzing and applying customer intelligence with the goal of growing revenues by increasing focus on customer-centric strategy and execution. We believe forward thinking organizations will continue to invest in select...

Aberdeen research revealed that a majority of enterprises cited customer data integration and quality issues as top challenges to effective customer intelligence management. According to our research, companies that exemplify Best-in-Class customer intelligence management practices...