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Talisma Says CIM Forum Report Available
 TMCnet Contributing Editor
Talisma Corporation, a vendor of what it calls Customer Interaction Management products, has announced that the CIM Forum, a non-profit business and technology consortium focused on improving online customer interactions which it sponsors along with IBM (News - Alert), has grown its member base to over 250 different organizations.
Additionally, the CIM Forum is releasing the "Best Practices in E (News - Alert)-mail Management" report, the organization's second published report since its launch last July.
The CIM Forum was formed with founding members including Epson, IBM, Microsoft, Outsell, Pitney Bowes, and Sprint. Among the new members are organizations such as Boeing Employees Credit Union, Mazda, Salesforce.com (News - Alert), and The University of Notre Dame.
"The CIM Forum offers a unique opportunity to engage in a dialogue among peers and experts regarding the importance of online customer service best practices," said Allen Bonde, Senior Vice President, Strategy and Marketing of eVergance, which helps to co-manage the Forum and its research.
The "Best Practices in E-mail Management" report addresses four major areas it sees as "crucial to providing an exceptional customer experience," to wit using Web forms and links, creating specialized teams, using prepared/auto responses and managing response times.
According to recent research cited by Talisma officials, of the 93 percent of sites offering e-mail as a customer support option, only 39 percent acknowledged the receipt of customers' messages with an automated e-mail response. It also found that 42 percent of sites resolved e-mail inquiries within 24 hours, but 41 percent of sites took three days or longer or were completely unresponsive.
A couple weeks ago Talisma announced that it has promoted existing Chief Financial Officer, Wade Pfeiffer to Chief Operating Officer/Chief Financial Officer, and named Brad Birnbaum former Vice President of Product Development, Chief Technology Officer.
To replace Birnbaum, the company has hired Dan Mason as Vice President of Development. And in what company officials describe as "an effort to standardize recruiting and hiring processes," Talisma has hired Sharon Thompson as Vice President of Human Resources.
In early February Talisma announced it signed a company record 266 new customers in 2006, exceeding the new customer count of the previous five years combined.
In addition to signing 63 new customers in the fourth quarter of 2006, Talisma has achieved "nearly 100 percent revenue growth in the past two years," according to company officials.
In late January WildBlue Communications, a vendor of satellite broadband Internet services, selected Talisma Chat, Talisma E-mail, and Talisma Knowledgebase, which are unified by the Talisma Customer Interaction Hub.
Talisma will help WildBlue Communications' 200 customer service agents improve day-to-day operations used to assist customer inquiries. Additionally, WildBlue customers can access Web self-service provided by Talisma Knowledgebase, or they can even escalate the interaction by initiating a live chat session with an agent through Talisma Chat, or by submitting an email request routed to the most appropriate agent through Talisma e-mail.
David Sims is a contributing editor for TMCnet. For more articles please visit David Sims' columnist page.
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