CRM - April 2009 - (Page 24) the 2009 SERVICE awards 2009 Service Leaders “SERVICE” continues to confound the CRM industry: Is service a goal unto itself, or a means to an end? True CRM leaders recognize that service is really neither—and both; service is now (and in fact has always been) part of a bigger picture, a holistic customer relationship. The ongoing expansion of social media means customers are now helping to set the parameters of that relationship, forever altering the notion of customer service. Last year, we refined our seven categories for the customer care marketplace—contact center infrastructure, contact center search, interactive voice response, outsourcing, Web interaction management, Web self-service, and workforce optimization suite. This year, as the industry’s collective ear becomes better attuned to the Voice of the Customer, we’ve added an eighth: enterprise feedback management. The results for those eight categories are based on a blend of weighted criteria comprising analyst ratings (of each company’s reputations for customer satisfaction, depth of functionality/services, and company direction), corporate advances, and financial strength throughout the past year. | B Y T H E E D I T O R S O F C R M M A G A Z I N E 24 CUSTOMER RELATIONSHIP MANAGEMENT | APRIL 2009 www.destinationCRM.com http://www.destinationCRM.com
For optimal viewing of this digital publication, please enable JavaScript and then refresh the page. If you would like to try to load the digital publication without using Flash Player detection, please click here.