Category Archives: 231692

CRM Daily | Accenture: High-Tech Firms Need Social CRM Tools

: Image by Axel Bührmann via Flickr

Found at http://www.crm-daily.com/story.xhtml?story_id=73401

NEW YORK, May 11, 2010 — New Accenture (NYSE: ACN) research has found that communications and high-tech companies — many of which are falling short in their customer service delivery — need to direct their investments at new levers that enhance the customer experience. These levers include social customer relationship management tools.

The research, entitled “Lessons from the Recession: Where Customer Service and Support Investments Yield Superior Returns for Communications and High-Tech Companies,” revealed that while more than half (60 percent) of the companies surveyed believe their recent actions to extend their offers and reduce costs had positively impacted the customer service experience they delivered, most of their business and residential customers receiving the service reported no visible or tangible improvements

To be continued at http://www.crm-daily.com/story.xhtml?story_id=73401

Latest Wave of Communications and High-Tech Corporate Investments in Customer Service Falls Short During Downturn (eon.businesswire.com)
Why Do 40% of People Call Customer Service Without Any Hope of Getting Helped? Mr Miyagi Knows… (crm2.typepad.com)

Posted in 231692, CRM, Enterprise 2.0, Social Media, Web 2.0 and Information Technology,, Front Office and Customer Service Operations, Knowledge management, Performance management

4 Comments

Tags: Accenture, Business, Business Services, Customer experience, Customer Management, Customer relationship management, customerservice, New York Stock Exchange

Highly, highly recommended book review Of Push and Pull @ confused of calcutta

May 17

Posted by fredzimny

: Cover via Amazon

Found at http://confusedofcalcutta.com/2010/04/25/of-push-and-pull

My thanks to Bob Davidson (oybay on flickr) for letting me use the wonderful shot above.

Those of you who know me well will also know that I have had a soft spot for the writings of John Seely Brown and John Hagel for some time now. [I've found 15 mentions of the word "Seely" alone in the past five years]. The Social Life of Information is one of the most important books I’ve read in the past 20 years. Similarly, ever since I saw the two Johns present the findings that formed the material for The Only Sustainable Edge, I’ve been tracking what they’ve been doing with keen interest.

To be continued at http://confusedofcalcutta.com/2010/04/25/of-push-and-pull