Currently viewing the tag: "Analytics"
Part 1 – Introduction Part 2.1 – Pivot Point Part 2.2 – Business Functions
It is important to recap a couple of things that we said before:
The SCRM Strategy is composed of multiple sub-strategies, some of which you may already have in [...]
Today Nexidia announced a new solution that allows call centers to use speech analytics in real time.
Normally this would have been very cool by itself (despite what you see in movies the technology we have cannot yet select a phone conversation from among millions – or even thousands – based on [...]
I get plenty of Press Releases, News, and Emails from people in the industry. Some of them are converted into Posts, some of them are good enough to know, some of them, well – I won’t tell you how to use Soda Pop to rob a bank, let’s just say that…
Here is a compilation [...]
Instead of doing mini posts for the rest of the CRM-world related news from Oracle OpenWorld, I am going to summarize them in a few bullet points. These are the not-worthy-of-an-entire-post-yet-interesting-nevertheless-news:
Fusion Hype: Probably the most over-hyped item in the show, and the most expected. If you add to that the presence the Governator (man, [...]
I first wrote about collaborative service in 2002 when few Forums vendors existed.
We have seen since the launch of very large and very successful communities, a fair amount of them using Lithium, one the leading vendors for communities. They use a deployment model that helps their customers leverage reputation and analytics. I asked Sanjay [...]
When you read the title for this post you thought of the myriad reports your company produces and the metrics used to track performance, with traditional metrics being revenues, costs, profits, customer satisfaction and similar. About 99% of my clients are in the same boat (at least when we start working together). Most people will [...]
