I had a chat today with Christopher Musico, Assistant Editor at CRM Magazine about yesterday’s announcement that nGenera CIM, formerly known as Talisma, has released version 8.3 of their Customer Interaction Management suite. I had a deep dive with the nGen CIM gang back in February about their short and long term product roadmap (something [...]
Archive for June, 2009
nGenera CIM Launches nGen CIM Suite Version 8.3
June 30, 2009Announcing the Fall 2009 Recognized Innovator Award Categories
June 24, 2009I am happy to announce the categories for the Fall 2009 Recognized Innovator Awards, which will be held in conjunction with our upcoming Technology Services World conference in Las Vegas, October 19-21 at the Mirage Hotel and Event Center. Awards are presented to association partners, and judged by a panel of association members and industry insiders.
In [...]
Web Collaboration: Hottest Support Technology for 2009
June 16, 2009I promised to come back with more details from my 2009 Member Technology Survey, and this post is focusing on the #1 area of spend this year: Web Collaboration. Since I announced the survey results at TSW last month, I’ve had several emails and calls asking what exactly it means, and what is the value [...]
The Trouble with Twitter: Where’s the Business Use Case?
June 11, 2009One of the challenges of being a technology analyst is most people assume you are ripe to jump on every technology bandwagon that comes along. And I admit, I’m often ready to jump on board and go for a ride. So at the risk of being labeled a Luddite, I’m going to ‘come [...]
How do you compensate for CSAT? Please weigh in!
June 9, 2009We receive a lot of inquiries from SSPA members regarding incentives and rewards for customer satisfaction scores. This information is not currently in our SSPA Benchmark, so I would love your participation in this polling question:
Please take a moment and vote! I will recap the findings in a later post. Thanks for participating!
CRM Insight Podcast: The Business Case for Self-Service
June 1, 2009I recently recorded a podcast with the always fun and insightful Laura Hoyt of SearchCRM.com. Here is a link to listen to the podcast; registration is required. I thought I would pass along some highlights from our interview.
Q: Is self-service a strong investment in today’s economy? Do you expect this market to grow over [...]
