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Survey Totes Up Value of Excellent Online Customer Service March 19, 2010 
Excellent online customer service may be worth $17.3 billion in 2010, according to a new Ovum survey commissioned by StellaService. That's the round figure for the 10.7 percent premium the report suggests customers are willing to pay for good customer service. The survey was conducted across multiple categories -- financial services, healthcare, utilities and retail.
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Online Bill Payments, Part 1: Fertile Soil for IT Vendors March 15, 2010 
Millions of consumers have switched their bill-paying practices from tedious sessions with a stack of statements and checkbooks to streamlined, paperless payments through a variety of online channels. However, the movement to electronic payments still has a long way to go, and a huge majority of consumers have not yet been weaned away from their checkbook chores and welcomed to the world of paperless payments.
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Microsoft vs. the Zombie Hordes February 26, 2010 
Microsoft did its best Woody Harrelson impression this week and set out to bag some zombies. The zombies we're talking about here are PCs infected with malware. The bad guys spread the malware around and then remotely control victims' computers as part of a botnet that can do stuff like send out spam email or carry out DDoS attacks.
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Despite New Rules, Credit Card Users Cautioned to Be Wary February 22, 2010 
Credit card issuers must follow new rules of the road as of Monday, but consumers should not view the new protections as a cure-all for their frustrations with plastic. Instead, they should be ever more vigilant as credit issuers roll out new card agreements. They could result in new financial pain if card users aren't careful.
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The Trembling Foundations of Financial Risk Management February 15, 2010 
Data management itself has never driven financial institutions to undertake a paradigm shift -- it was the realm of the IT person hidden in the basement. However, in today's climate of mistrust, risk management is an even greater priority, and data management programs are having their time in the sun as the industry realizes that a risk management system is only as good as the data filtering into it.
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Navigating the Content Management Maze February 10, 2010 
Today, a retailer's e-commerce initiative extends beyond the online store. In fact, e-commerce typically becomes the central hub of a company's overall digital strategy. Retailers strive to seamlessly integrate the brand into their catalogs and merchandising, and also to weave these components into the site experience as a whole.
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Understanding the Pre-Shopping ROBO Mentality February 09, 2010 
The term "ROBO" -- Research Online, Buy Offline -- was coined by Yahoo to describe the growing number of consumers who research online but buy offline. Online "pre-shopping" has become a common activity prior to a variety of purchases. According to Forrester, online research will influence $1 trillion in offline sales by 2012.
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Airlines Set Flight Path for Better Customer Experience February 08, 2010 
The commercial airline business -- ever sensitive to booms ands busts -- is struggling to maintain traffic in the short run while also trying to build a customer base for the future. Rather than compete on price and schedule alone, airlines are moving away from a mass marketing and commodity approach to sales promotion. Instead, a greater focus on customer relations is emerging.
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Taking Airline CRM Efforts to New, Higher Altitudes February 01, 2010
Consider the advantages of joining an airline frequent flier program: The more you travel, the more points you earn. On the other hand, the more you travel, the more likely your baggage will be lost. Or the airline will still charge a fee for converting frequent flier points into a "free" extra trip.
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New York AG Launches Attack on Web Discount Clubs January 29, 2010 
New York's attorney general warned Internet retailers Wednesday that they should stop funneling unsuspecting customers into "deceptive" Web discount clubs that have been accused of slamming people with hidden fees. Attorney General Andrew Cuomo said his office has sent investigative subpoenas to 22 prominent merchants.
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CRM and the Hospitality Sector: It's All About Value January 25, 2010 
Major hotel chains have been wooing travelers for years with CRM tools focused mainly on "loyalty" or rewards programs. The CRM programs help hotels and resorts determine which customers patronize the same hospitality brand on a regular basis. However, there is a growing awareness that such programs may not be as valuable to either to the hotel, or to the customer, as once thought.
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Sir Tim Unveils Slick UK Government Services Site January 22, 2010 
Move over Data.gov. The United Kingdom has unveiled its own version of an open source database for its citizens, and the U.S. version pales in comparison. The site, data.gov.uk, which has been running in beta since last September, opened to the public this week to much fanfare.
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The Sustainability Decade January 20, 2010 
"Sustainability" has been the key issue capturing my attention this year, so it makes sense to tease apart just what that term means for CRM. To me, sustainability is about business processes that are repeatable and, more to the point, processes that both sides readily engage in.
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MOSS Gives Medical Data-Sharing a Dose of Open Source January 19, 2010 
New software from Misys Open Source Solutions promises to provide what could be the world's first fully open source, standards-based platform for exchanging health information. The Misys Connect Exchange software was demonstrated and successfully tested last week in Chicago at IHE Connectathon, the healthcare industry's weeklong interoperability testing event.
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Transforming Financial CRM From Retention Mode to Growth Mode January 19, 2010 
As financial institutions gear up for 2010, many companies are still on the long road to recovery after facing some of the most difficult challenges in years. Mortgage defaults and foreclosures, new regulations on credit card and bank fees, and the constant barrage of related news stories sent customer call volumes through the roof in 2009.
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Plenty of Room at the Inn for Hotel CRM Systems January 18, 2010 
Pick a room -- any room. There are lots of choices of places to stay for travelers in the U.S. In fact, there are 4.4 million guestrooms across the country, according to the American Hotel and Lodging Association. And that's a problem. Competitors in the hospitality sector need some kind of an edge to gain new customers and, even more importantly, to keep their current customers coming back.
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