Technology News: Customers

Google's Strange and Shiny New OS
November 20, 2009

Google just keeps invading new territories, and its latest target is your computer's operating system. It's officially released the open source code for its Chrome OS, an operating system that will turn up in third-party vendors' netbooks. Those devices should start selling next year. With Chrome, Google takes a very different approach than major OSes like Windows, Mac OS, or even most Linux distributions.

Can T-Mobile Get Its Groove Back?
November 18, 2009

This fall has not been kind to T-Mobile. First, it had to account for mountains of lost data that Sidekick customers had stored. Then there was the nationwide service outage for millions of U.S. T-Mobile customers a few weeks ago. Now, it looks as though employees at T-Mobile UK have been selling competitors the names of customers whose T-Mobile contracts were about to expire.

Senate Committee Flogs Big-Name E-Tailers for Sneaky Sales Tactics
November 18, 2009

The U.S. Senate Commerce Committee has released a report slamming the online business practices of three direct marketing companies -- Affinion, Vertrue and Webloyalty -- along with hundreds of online Web sites and retailers that participate in these practices. Many of the participating retailers are well-known brand names, such as Classmates.com, Hotwire and 1-800-Flowers.com.

Down With Opt-Out, Opt-Tricky Software Distribution
November 18, 2009

Oh, the joy of downloading and installing free software -- only to have a bunch of unwanted, tag-along junkware, or worse, malware, automatically installed on your computer. Why has this unacceptable practice been the norm in the software industry for so many years? The answer to that question is two-fold: money; and lack of a better option.

Don't Give Discount Holiday Shoppers Any Reasons to Walk Away
November 17, 2009

The holiday shopping season is rapidly approaching, but optimism is fading for many online retailers, with sales growth expected to trend negative through the remainder of the year. As frugal shoppers continue to cut back on discretionary spending, retailers have responded with deep discounts and special offers. These promotions will have varying degrees of success.

Creating Exceptional Customer Experiences, Both Coming and Going
November 16, 2009

One of the most important ways marketers can differentiate their offerings in today's unique selling environment is by creating a remarkable customer experience. One step toward achieving this goal is to ensure they have a single database that is tightly integrated with their CRM system to capture inbound and outbound dialogue and create a multidimensional marketing view of the customer.

Everyone's Stoked About Cyber Monday - Vendors, Customers and Hackers
November 14, 2009

Less than 20 days until Cyber Monday. You've got staffing queued up. Your warehouse is full. Your shipper is standing by. But have you considered what will happen on your Web site after a flood of qualified buyers click on the irresistible and precisely worded ad for your product or service? You've got one shot -- one day -- to win their holiday business.

Finding Out What They're Saying About You Is Worth Every Penny
November 12, 2009

Social media monitoring is a new business endeavor, with relatively few companies able to boast a significant track record of achievement. In fact, according to the new Aberdeen benchmark report, "The ROI on Social Media Monitoring," only 27 percent of Best-in-Class companies have engaged in social media monitoring activities for more than two years.

Drawing Security-Spooked Customers Into the E-Commerce Fold
November 11, 2009

Many consumers are still afraid of shopping online, and it's not hard to see why, with reports of fraud, identity theft, data loss and other security breaches regularly making the news. The fact is, though, online shopping is safer than ever before, and new and emerging security technologies, methods and standards are being implemented every day.

How Etailers Can Take On the Whole World
November 10, 2009

The majority of global markets are growing significantly faster than the United States. Bill Gates has even stated that in the 21st century, a business must use e-commerce to survive. In this economy, thinking outside the proverbial box and expanding a company without taking on significant overhead or structural changes means selling beyond geographic borders.

Mobile CRM User, Know Thyself
November 10, 2009

With the proliferation of smartphones and similar handheld devices, it only makes sense that data -- especially customer data -- is following these devices into the field. The scenarios in which sales and field service people can use the data collected by CRM are many and, in a lot of cases, obvious. However, there are also many ways for CRM to go into the field.

8 Habits of Successful Customer Feedback Managers
November 05, 2009

Customer relationships are damaged when companies hear too late about customer concerns or issues to do anything to repair them. Even worse, many crucial concerns aren't being heard by the right people at an organization. For example, are managers aware of which customers are unhappy? Did an employee treat a customer unfairly? What are the specific factors that caused a customer to leave?

Social CRM: Size Matters
November 03, 2009

There's no longer any debate about whether social media's going to have a huge impact on CRM. Social media's a little different than the usual emerging business technology, mostly because it didn't begin as a business technology. It started with consumers -- and how they use it varies dramatically.

Judge: Customers in Ameritrade Class Action Deserve Better Deal
October 27, 2009

A federal judge has refused to approve a class-action settlement over contact information stolen from online brokerage TD Ameritrade. U.S. District Judge Vaughn Walker in San Francisco says the deal offers little significant benefit to the more than 6 million current and former customers affected.

Citi Dumps Credit Card Customers at the Pump
October 23, 2009

Shannon Burdette tried to pay with her Shell Mastercard after filling up her gas tank this weekend but found the card rejected. Confused, she called the Citibank customer service line and was told the account was closed because of something that appeared on her credit report. The only negative thing on her report, it turned out, was "closed at credit grantor's request" on the Shell MasterCard account.

Debt Settlement Firm Penalized for Customer Fraud
October 16, 2009

An Arizona-based debt settlement company accused in a lawsuit of preying on people who can't pay their bills has been ordered to pay nearly US$200,000 in penalties for defrauding customers in New York state. New York Attorney General Andrew Cuomo launched a nationwide probe last spring into a "renegade industry" of debt settlement businesses.