| 1. | The Danger of Defection
A Comparative Study into Customer Defection Rates
A Group 1 Software Report, July 2005 Management Summary
Key Findings
- Customer defection rates in key UK consumer industries have increased from 16...
Author::A Group 1 Software Report, July 2005
Section(s): Research Reports
Added: Sep 2005
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| 2. | CRM meets the Customer
Marketers’ targeting and personalisation efforts are finally reaching a
majority of consumers...
Author::CDMS
Section(s): Research Reports
Added: Jun 2005
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| 3. | One third of UK Plc outsource their direct marketing
Research by CDMS and Marketing UK, conducted amongst senior marketers
within the UK top 1000 companies, has found that well over a third (38...
Author::CDMS
Section(s): Research Reports
Added: May 2005
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| 4. | Aspect Communications' 2005 contact centre trends survey reveals customer satisfaction as top priority for european businesses
Stockley Park, UK, April 7th, 2005-Aspect Communications Corporation (Nasdaq: ASPT), a leading provider of enterprise customer contact solutions, announced today the results of the 2005 Contact Centre Trends Market Survey, a study conducted on behalf of Aspect by STRATECO GmbH, an independent contact centre research consultancy...
Author::Aspect Communications
Section(s): Research Reports
Added: Apr 2005
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| 5. | UK COMPANIES FAIL ONLINE CUSTOMER SERVICE TEST
Research finds catastrophic inability to answer basic customer questions
Cambridge, UK: Leading UK companies are failing to provide online answers to
even the simplest customer queries...
Author::Transversal
Section(s): Research Reports
Added: Mar 2005
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| 6. | “Soft” Resolution Skills Can Drive Hard Profits for Telecoms Sector, claims KANA
Research from KANA highlights the need to resolve customer queries quickly and with flexibility in the call centre: it takes just two complaints for over 50% of customers to consider changing providers
Marlow, Bucks...
Author::KANA
Section(s): Research Reports
Added: Mar 2005
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| 7. | Study Shows Customer Service In Banks Is Still Not Up To Standard
Survey highlights customer service challenges facing UK banks: ‘just three strikes and you’re out’ attitude dominates
- 9 in 10 respondents will only make a maximum of three complaints before moving
- Word of mouth can cement or destroy customer relations: 82% discuss experiences with friends and family
Marlow, Bucks, 2 December 2004 - Britain’s banks are taking advantage of their customers’ loyalty and continue to deliver substandard customer service, according to survey data unveiled by KANA today...
Author::Blaise Hammond / Robin Grainger, Fuse PR for KANA
Section(s): Research Reports
Added: Dec 2004
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| 8. | 2004 E-Commerce Report
When there's no room for murky expectations or guesswork, this is the data to REVITALIZE your interactive strategy...
Author::The Direct Marketing Association
Section(s): Research Reports
Added: Sep 2004
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| 9. | The Customer-Centric Contact Center: A New Model
Aproximately 25 years ago, companies began creating call centers for convenience and implementing innovative technology to realize cost savings...
Author:: American Productivity & Quality Center (APQC)
Section(s): Research Reports
Added: Sep 2004
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| 10. | Benchmarks for Excellence in Account Management
Account Management organizations face the increasing challenge of delivering and communicating business value and impact to their internal and external customers...
Author::Best Practices, LLC
Section(s): Research Reports
Added: Aug 2004
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