Customers

When the U.S. Department of Labor issued its fiduciary rule last year, it set financial advisers, insurers and agents into a mad scramble to meet an April 10, 2017, implementation deadline. The rule elevates all financial professionals who work with retirement plans or provide retirement planning ad...

We've seen a parade of technologies coming into the front office since 2000, including browser-based cloud computing, social media, mobile technology, workflow, journey mapping, and big data and analytics. It's typical that at first there's only a tenuous relationship between the technology and CRM'...

McDonald's has begun testing new mobile ordering and payment functionality at 29 of its restaurants in Monterey and Salinas, California. It will expand the pilot to another 51 restaurants in Spokane, Washington, on March 20. The company will run multiple pilots to gather customer feedback, work out ...

OpenMethods on Tuesday announced integration with Next Caller's Advanced Caller ID database. The integration will let contact centers on the Oracle Service Cloud use real-time contextual data for more than 500 million landline, mobile and VoIP numbers to personalize and simplify their agent and cust...

CallidusCloud on Thursday launched ServiceMotivate, a call center sales performance management, or SPM, solution. ServiceMotivate is tightly integrated with Salesforce to track and reward call center agents based on key performance indicators of their service center, such as quick issue resolution a...

I recently received an email from my health club that said, in part: "Dear Chris, We've noticed you haven't been in as regularly in recent weeks. I understand there may be many reasons for not being able to make it in, but I just wanted to send a quick note to check if you're happy with the service ...

Before there was experimental data to support various contentions, it made perfect sense to believe that the likes and endorsements posted to friends on social media would drive more business. After all, didn't we all subscribe to the idea that a disgruntled customer would tell many more people abou...

Salesforce this week announced new features and an expanded partner ecosystem for its Health Cloud at the Healthcare Information and Management Systems Society conference in Orlando, Florida. The new features are lead-to-patient conversion, risk stratification and advanced segmentation. Salesforce a...

The United States Consumer Financial Protection Bureau has come under increasing fire from Republican lawmakers who now have the Trump administration to back their efforts. Long-time critic Rep. Jeb Hensarling, R.-Texas, who chairs the U.S. House of Representatives Financial Services Committee, comp...

One of the most noticeable recent trends in CRM is that "there are a lot more companies looking for tools to centralize data," noted Oro CEO Yoav Kutner. "We're seeing multichannel businesses that interact with customers both through a brick-and-mortar and through multiple touchpoints.

Is Avaya on the road to financial recovery? What will happen to business partners and customers if it is not? The company last month filed for Chapter 11 protection for itself and some of its United States subsidiaries -- a move that makes it "the first major established technology company that's dy...

Googling for a Facebook customer support phone number may connect users with fraudsters. A fraudulent number reportedly appeared not only as top result in a Google search, but also as a featured snippet -- that is, highlighted in a box at the top of the search results. An investigator who called the...

Customer satisfaction with banking institutions improved last year, based on the annual Bank Satisfaction Barometer CFI Group released Thursday. Customers were more likely to remain loyal to their bank and even recommend it to others, according to the annual survey of bank customers across the Unite...

There's something to be said for consistency. Baseball Hall-of-Famer Tony Gwynn hit over .300 19 years in a row. The swallows have returned to Mission San Juan Capistrano every year since 1812. Richard Belzer played Detective John Munch in nine different television series over 23 years. Doing things...