CRM - January 2009 - (Page 47)

in this issue ■ CRM USER COMPANIES References are to the first page of the story or section in which the company appears. Abilene Christian University 22 CNN InfoVoter 18 Dell 27 DemocracyInAction 32 Elderhostel 45 Genentech 22 Home Shopping Network 27 Hunt Research/Hope Research 22 Intel 27 Microsoft 27 Monk Development 44 Musclemaster.com 32 Nationwide Insurance 20 Optimum Lightpath (Cablevision Systems) 43 Rodeo Realty 43 Signature Worldwide 39 Southwest Airlines 14 Starbucks 27 The Eagles 48 Thomson CompuMark 32 Vectra Bank Colorado 27 Yamaha Corp. of America 46 RE:TOOLING BY CHRISTOPHER MUSICO Business Problem: Tech Solution: Web Self-Service > > Product: Customer service representatives are overburdened handling basic inquiries. Contact center agents are charged with handling various inquiries on a laundry list of products and services. In fact, many of them are flooded with calls from customers about basic information such as account balances, pricing, and simple troubleshooting tips. In the end, these inquiries are running up company costs and forcing a longer wait for consumers with more-complex issues. Save money and decongest your contact center traffic by investing in Web self-service solutions that can field the most commonly asked questions, provide answers, and help customers resolve issues by themselves. InQuira 8 Delivery Model: Installed software on-premises. Price: Starts at $250,000 for small-business environments. Business Benefits: For customers, the solution provides answers with an intent-driven strategy, which improves online search accuracy, minimizes service escalations, and improves online commerce and channel adoption. For business executives yearning for end-user information, the offering provides operational insight through deep analytic understanding. Functionality: InQuira 8 has a platform centralizing the intelligence of enterprise content, customer insight, community conversations, and powerful analytics, which offers understanding of what customers want. The solution also includes search and intent management, knowledge information, collaboration management, as well as analytics and insight management. ■ADVERTISERS > > Product: > > Product: Calabrio 37 www.saynotoducttape.com Contact: InQuira at 1-650-246-5000; or visit www.inquira.com. RightNow Service Delivery Model: On-demand or on-premises. Price: Pricing begins at $100 per user, per month with a one-year subscription. Business Benefits: The offering provides a significantly improved customer experience by giving the customer the option to get quick, correct, and consistent answers via email, live chat, phone, or the Web. As a result of empowering end customers, there are immediate reductions in costs and improvements in efficiency. A self-learning knowledge foundation native to the solution also increases agent productivity. Functionality: RightNow Service is built around an intuitive knowledge foundation fueling actionable insights in real time to the front lines. Role-based analytics allow standard reports to be refined with a data toolbar, while the on-demand architecture meets mission-critical enterprise standards for speed and performance. The dynamic workspace automatically updates based on actions taken by an agent or information known about a customer. CRM eWeekly 11 www.destinationCRM.com/newsletter 1-800-300-9868 CRM in Real Time, by Barton J. Goldenberg 9 books.infotoday.com/books/RealTimeCRM.shtml 1-800-300-9868 CRM magazine 13 www.destinationCRM.com/subscribe 1-800-300-9868 destinationCRM.com 15 www.destinationCRM.com 1-800-300-9868 FACCTs: Faulkner Advisory on Computer and Communications Technologies 5 www.faulkner.com 1-856-662-2070 Hermes Softlab back cover www.hermes-softlab.com/siebelmanager 1-650-968-2562 Information Today, Inc 49 www.infotoday.com/periodicals 1-800-300-9868 ITI Practical Books inside front cover books.infotoday.com/ 1-800-300-9868 Contact: RightNow Technologies at 1-866-630-7669; or visit www.rightnow.com. Talisma Knowledgebase Delivery Model: On-premises or software-as-a-service (SaaS). Price: Pricing starts at $500 per month for the SaaS model; the on-premises version has a one-time charge of $60,000. Business Benefits: Talisma Knowledgebase delivers instant value and rapid return on investment (ROI). Benefits include reduced call and email volume, positive ROI in less than six months, and increased search accuracy. Functionality: The solution’s search-and-retrieval methodologies ensure customers receive rapid, accurate, and consistent responses. Easy authoring, robust review workflow, and flexible article access further enhance the offering’s centralized knowledge repository. Reporting tools indicate which articles users have sought and what information is unavailable, driving continuous operational improvements. Talisma Knowledgebase Enterprise Search supports more than 100 languages. Speech Technology magazine inside back cover www.speechtechmag.com 1-800-300-9868 Contact: Talisma, an nGenera company, at 1-800-474-1149; or visit www.talisma.com. Contact Editorial Assistant Christopher Musico at cmusico@destinationCRM.com. CUSTOMER RELATIONSHIP MANAGEMENT | JANUARY 2009 47 http://www.Musclemaster.com http://www.inquira.com http://www.saynotoducttape.com http://www.destinationCRM.com/newsletter http://books.infotoday.com/books/RealTimeCRM.shtml http://www.destinationCRM.com/subscribe http://www.destinationCRM.com http://www.destinationCRM.com http://www.rightnow.com http://www.faulkner.com http://www.hermes-softlab.com/ http://www.infotoday.com/periodicals http://books.infotoday.com/ http://www.talisma.com http://www.speechtechmag.com

Table of Contents Feed for the Digital Edition of CRM - January 2009

CRM - January 2009 Contents Front Office Feedback Reality Check Customer Centricity The Tipping Point The Shots Heard ’Round the World 30,000-Foot Views Of the Cloud Stuffing the Ballot Box— With Complaints The Marketing Line for ’09 CRM on Twitter Technology Helps Insurance Weather the Storm Required Reading The Google-ization of CRM The Feedback Funnel Email: What’s Inside? Shake Your Moneymakers Lead Sweet Lead Incentives at the Speed of Lightpath Sales Contentment for Content Management A Worthwhile Excursion Into Call Recording Secret of My Success Re:Tooling Connect Pint of View

CRM - January 2009

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