I just published a research report resulting from a number of member inquiries and thought I would share a truncated version here for the larger community. For SSPA members, here is a link to the full article online: Creating Personalized Customer Experiences. Ten years after the advent of CRM most technology companies are drowning in [...]
Archive for February, 2008
Creating Personalized Customer Experiences
February 26, 2008Emerging Markets Research: Cultural Differences in Supporting Customers in India and China
February 14, 2008A lot of you come to this blog to hear me pontificate on some topic or another, but today I am asking you to be the expert and help me out! I am kicking off a research project way outside my area of expertise, and I know many of you have first hand experience with [...]
Announcing Categories for Spring 2008 Recognized Innovator Awards
February 13, 2008One of the best parts of my job is managing the SSPA Recognized Innovator Award program. These awards are presented in the Spring and Fall to SSPA partners who are creating innovative solutions for customer service and support. With such focus in our industry today on consolidation, examples of true innovation are few and far between. [...]
Proactive Support Tops 2008 Resource List for SSPA Members
February 5, 2008We just sent out our 2008 Support Technology Survey, which details planned member spending on support technology in 2008, along with capturing what solutions members already have in place and how satisfied they are with them. Stay tuned and I’ll highlight those results when available. But in the meantime, in the January SSPA News I [...]
