Customer Relationship Management (CRM)

How To Improve Self-Service Support

by Jennifer Zaino StepOne’s first product, Contextual Care, is a contextually-based recommendation engine designed to help a company’s customers service themselves online. It leads them to the information they need in realtime based on factors such as applying what a company knows about a customer to predicting the question he might ask; matching content to…

How To Really Hear The Voice of the Customer

by Jennifer Zaino There’s a whole lot of customer information out there, including the verbatim comments companies record as part of customer call center surveys or other voice-based interactions. At Verizon Wireless, for example, more than 190 million customers call in daily, weekly and monthly, and sound bites from them during after-call surveys, each a…

Gain Sentiment And Contact Insights With SAP's Social Contact Intelligence Analytic App

SAP AG last week released its SAP Social Contact Intelligence analytic application that’s aimed at helping businesses unlock sentiment and contact insights from both social media channels and internal, company-owned sources. The new solution is powered by HANA, the company’s in-memory platform for accelerating analytics and applications. According to SAP, Social Contact Intelligence lets marketing professionals…