MyCustomer.com
Companies eyeing the Cloud to improve business intelligence efforts
One in three organisations will move to the Cloud to enhance their business intelligence capabilities in the next 12 months, analyst Gartner has said.
Satmetrix marries NPS with sentiment for new social media measurement tool
Satmetrix has launched a range of new tools that it says make business sense of social media content and will change the way businesses measure and use social media.
Social search and the customer experience: The perfect match?
Colin Shaw and Eleanor Cheatham explain why social search will take hold and rapidly redefine the nature of marketing, ecommerce and the digital customer experience.
Salesforce.com makes analytics u-turn after customer pressure
Salesforce.com is to include analytics functionality in some versions of its CRM software after bowing to customer pressure and performing a u-turn on its pricing strategy.
Etailers urged to cater for the big spending silver surfers
Online retailers that neglect the needs of older shoppers could be missing a trick, as new research shows that silver surfers are the UK’s biggest online shoppers.
Customer journey mapping vs process design: Do you know the difference?
Why are customer journey mapping and process design so important to the customer experience - and how do they differ? Andy Green explains.
Customer satisfaction with mcommerce on the up
Customer satisfaction with mobile shopping is on the rise as the number of UK shoppers using their mobile devices to make purchases explodes, a new study has found.
Oracle reveals RightNow "road map" to revitalise CRM
With the RightNow deal now closed, Oracle has become somewhat chattier about its intentions for the Cloud CRM firm.
Paid search to account for half of online advertising expenditure in 2012
Advertisers who choose paid search are likely to see a better return on their investment this year, a new report suggests.
Is your social media strategy creating value for ALL your stakeholders?
What you say on a public social platform will not just be heard by the stakeholder group you are targeting and to think so risks a gaffe, says Jack Springman.
Salesforce.com targets SME “sweetspot” with social service dashboard
Salesforce.com is hoping to level the playing field for small to medium sized businesses with the launch of its new social media customer service dashboard, Desk.com.
SDL completes acquisition of Alterian in customer experience crusade
SDL plc, a provider of Global Information Management (GIM) software, has completed its acquisition of Alterian plc in a move that the company says demonstrates its commitment to drive the global customer experience.
React.com launches free social analytics tool
Dutch company React.com has launched a free version of its online social analytics product.
Retailers' privacy policies inadequate and unfriendly for customers
Four out of ten of the UK’s biggest online retailers fail basic customer friendliness tests when it comes to their privacy policies and don’t comply with new EU Data Protection legislation.
Infographic: The social media cheat sheet
Have you been left in the dark about social media? Don't know where to start? This cheat sheet by Flowtown will help you capitalise on the major social networks on the web.
CLICK ON IMAGE TO ZOOM.
Time to rethink the value and efficiency of social technologies?
As part of an ongoing series, Michael Wu, principal scientist of analytics at
Your six customer service priorities for 2012
MyCustomer.com spoke with a panel of experts to nominate their key customer service priorities for the coming year.
Recent studies have painted a gloomy picture of customer service. A new YouGov survey, for instance, indicates that most UK homeowners think that service is failing to improve, with two-thirds of respondents indicating it had stayed the same or worsened in the last three years.
Email marketing boosted by rise in cross-channel campaigns
The rise of cross-channel marketing helped to fuel growth in email, propelling the UK market for email marketing platforms and services to a value of £388 million in 2011.
Social media service lessons from the leading brands
Walter Van Norden explores how brands are developing the people, processes and technology to support social care.
UK customers the fifth most satisfied in the world - but who's top?
UK customers are fifth happiest in world and the second happiest in Europe, according to a new customer satisfaction index.
The analysis of happiness across 65 million consumers in 137 countries found that UK-based customers had an 83% satisfaction rating with the service they receive.
