TMCnet News
The CRM Week In ReviewEditorial Director, Customer Inter@ction Solutions magazine A Renaissance in data, but minus the slew of Italian painters and poetry about the nature of man? This week, results of a survey of participants in an online Webinar panel forum hosted by enterprise data warehousing company Kalido suggested a rise in demand for data warehousing projects within organizations; an increase also documented in recent market growth predictions by industry analysts. I know what you're thinking…"That's just what my call center needs: more data!"
TMCnet contributing editor David Sims this week covered the results of a Forrester Report on "How To Get A Good CRM Consultant." The survey found that, "although enterprises place high importance on the quality of the firm they engage to support CRM projects, four out of 10 would not recommend their CRM PSP to others." That's a bit like saying to a friend, "Here's a recipe for Chicken Cordon Bleu. It's crap, but I think you should make it for dinner." Q&A: Does customer satisfaction always translate into loyalty? The official Philippine Long Distance Telephone Web site has an answer, which is: Not necessarily, particularly if a lot of your customers are unprofitable customers. (And yes, there is such a thing as an unprofitable customer.)
TMCnet contributing writer Art Rosenberg discusses IP unified communications this week in his article, "SIP Communications Is All The Buzz." In the piece, Art highlights the sobering fact that messaging communications are overtaking telephone voice contacts as the preferred alternative to increasingly difficult face-to-face meetings between inter-enterprise business associates and decision makers. And think of all the money you'll save not having to buy doughnuts and cheese Danish for in-person meetings.
What did Merrill Lynch do to merit a $5 million fine over its call center operations? Well, they were naughty, obviously. TMCnet's Al Bredenberg this week tells you why the company is being spanked by the National Association of Securities Dealers.
Also, Rosanne D'ausilio, Ph.D., an industrial psychologist and president of Human Technologies Global, Inc., wrote this week for TMCnet that "Communication Is Not A Four-Letter Word." No, it's a 13-letter word. I'm confused. Which is why I'm no good at Scrabble.
Also this week, TMCnet contributing editor Susan Campbell covered Talisma Corporation's new CIM product, which was created to fully integrate multiple communications channels, including e-mail, chat, Web self-service and phone with an intelligent knowledgebase, robust business process functionality and third-party data (which is becoming fashionable, as you learned in item #1). Susan points out that CIM (customer interaction management) systems can help eliminate the frustration that arises for both the customer and the agent handling the customer’s call when information is incorrect or lacking, especially if the customer has called on the same issue in the past. Those of us with dents in our foreheads from banging our heads against walls when trying to deal with mortgage companies, banks and utilities are glad that CIM software has the potential to finally make the pain stop.
Finally, here's one more thing to read before you head off toward your perfectly poured pint of Guinness: a round-up pulled together by TMCnet's David Sims of all the CRM product goings-on that occurred this week.
Also, should your first pint turn out imperfectly poured, you should drink it, but then order another, giving the bartender a second chance. Should that one turn out less-than-perfect, order yet another. This way, you're helping society by providing on-the-job training for that bartender.
The author may be reached at [email protected], but only before the final dregs of her second pint.
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