Latest News and Information about Customer Experience Managment, CRM, SFA, MA & CSA http://www.automationgi.com/ Thu, 09 Sep 2010 23:52:07 +0100 FeedCreator 1.7.2 enhanced AGI RSS RSS Editor http://www.automationgi.com/index.php?aid=735 Many touchpoints, many opportunities, many challenges and increased competition. That’s the reality of multi-channel customer experience and relationships. Every time a customer hits your website, retail store, contact center, blog, or IVR menu it puts your company in a competitive situation. Your customer is always evaluating the experience. He or she either comes away with a stronger relationship as a result of the interaction or a desire to check out the competition. To succeed you need to bring your “A” game everyday, all the time. editor@automationgi.com (AGI) Fri, 01 Jun 2007 01:11:14 +0100 http://www.automationgi.com/index.php?aid=735 http://www.automationgi.com/index.php?aid=734 21 May, 2007.- Two best practice suggestions for preventing --permanently-- user-adoption disappearance. By Barton Goldberg, CRM Magazine editor@automationgi.com (AGI) Tue, 22 May 2007 13:51:23 +0100 http://www.automationgi.com/index.php?aid=734 http://www.automationgi.com/index.php?aid=733 Everyone knows that a great customer experience is critical for business success. When customers are treated well—and when they believe that a company’s employees are competent and genuinely concerned with their satisfaction—they will remain loyal, even as competitors vie for their business. They will also tend to make more purchases over time and generate more word-of-mouth advertising. editor@automationgi.com (AGI) Wed, 16 May 2007 13:28:30 +0100 http://www.automationgi.com/index.php?aid=733 http://www.automationgi.com/index.php?aid=732 RightNow Retail Helps Companies Cost Effectively Improve Conversion Rates, Increase Customer Loyalty and Drive Sales editor@automationgi.com (AGI) Fri, 11 May 2007 19:31:58 +0100 http://www.automationgi.com/index.php?aid=732 http://www.automationgi.com/index.php?aid=731 Whether you're a traditional retailer with an online presence or an internet-only retailer, your customers have more choices and higher expectations than ever before. They are looking for a great experience every time they engage with you. Increasing conversion rates and building loyalty are critical for success. In this fast growing and highly competitive industry, you must provide seamless service throughout the purchase process and proactively address and anticipate shopper needs to set your business apart and ensure long-term success. editor@automationgi.com (AGI) Fri, 11 May 2007 15:33:20 +0100 http://www.automationgi.com/index.php?aid=731 http://www.automationgi.com/index.php?aid=730 Right Start leverages RightNow®’s point-and-click marketing to deliver the right message to the right customer at the right time editor@automationgi.com (AGI) Fri, 11 May 2007 15:24:23 +0100 http://www.automationgi.com/index.php?aid=730 http://www.automationgi.com/index.php?aid=729 ResortCom leverages RightNow® to grow its business, maximize profitability, and provide exceptional service to its clients’ customers editor@automationgi.com (AGI) Tue, 08 May 2007 01:09:50 +0100 http://www.automationgi.com/index.php?aid=729 http://www.automationgi.com/index.php?aid=728 Our customers are demanding speed and quality at every touch point including sales, service and marketing. The ongoing crisis mode of delivering superior service within increasingly shrinking time frames is damaging organizations infrastructures and by extension, their competitiveness. This manifests itself through poor customer service, inferior products and organizations overall value propositions. The prevalence of time constraints in corporate America is so great that it has been termed a time famine as early as 2002 by Leslie Perlow, a professor in the Organizational Behavior unit at Harvard Business School. Unfortunately, this time famine affecting the quality of customer experiences across all touch points is here to stay. editor@automationgi.com (AGI) Sat, 05 May 2007 03:18:31 +0100 http://www.automationgi.com/index.php?aid=728 http://www.automationgi.com/index.php?aid=727 With sophistication of marketing tools and number of media increasing tenfold during the past decade, the difficulty of keeping customers engaged has also increased. Reaching qualified prospects at the right time, and through the right channel, remains an obstacle, as the volume of marketing messages both online and off-line continues to increase year over year. editor@automationgi.com (AGI) Sat, 05 May 2007 03:16:13 +0100 http://www.automationgi.com/index.php?aid=727 http://www.automationgi.com/index.php?aid=726 To meet customer needs and requirements effectively, the modern contact center must provide multichannel (e.g., voice, web, chat, fax and e-mail) access to customer sales, support and service assistance. Therefore, the majority of contact centers in North America are ready to upgrade their facilities—if they have not done so already. These upgrades are driven by the relatively recent availability and acceptance of IP telephony and high-speed internet access. editor@automationgi.com (AGI) Sat, 05 May 2007 02:45:46 +0100 http://www.automationgi.com/index.php?aid=726