How to avoid Cloud customer support worst practices
Customer support organizations were the earliest of adopters for CRM systems. Thanks to call center software and the need to drive cost reductions and faster service turn-around cycles, the customer support organization developed solid business processes, comprehensive measurement and good discipline. But that's all so last-century.

Medrio eClinical Achieves "Astounding" Results in Customer Satisfaction Survey
SAN FRANCISCO, CA-- - Users of Medrio , an eClinical SaaS company revolutionizing the way clinical data is being managed, have recognized Medrio's excellence in customer experience in a 2011 customer satisfaction ...

Students and Librarians More Satisfied with Gale's Biography in Context
FARMINGTON HILLS, Mich., Jan. 24, 2012 /PRNewswire/ -- Gale, part of Cengage Learning, today announced results of independent customer satisfaction research and analysis that revealed high school students ...

Customer Experience Assassins and Angels | By Dave Fish, Ph.D.
Are there customers out there who are just impossible to satisfy? Those who consistently evaluate products and services unfavorably could simply represent a form of response style. Alternatively, those who consistently evaluate products and services low across categories could also represent a type of consumer. My Maritz Research colleagues and I call these customers "Customer Experience ...

Best Canadian Banking Websites Revealed by Keynote -- New Study Assesses Brand Perception and Acquisition Rates
Keynote Competitive Research, the industry analysis group of Keynote Systems , today announced the results of the Keynote Competitive Research Industry Study examining the marketing websites of leading Canadian banks.

TRADE NEWS: Agilent Technologies’ Electronic Measurement Products Score Highest in Quality Study
Agilent Technologies Inc. today announced the results of a customer-focused study that ranked the company’s electronic test and measurement products highest in quality, c

Agilent Technologies' Electronic Measurement Products Score Highest in Quality Study
SANTA CLARA, Calif. - Agilent Technologies Inc. (NYSE: A) today announced the results of a customer-focused study that ranked the company's electronic test and measurement products highest in quality, compared with products from competitors. The independent, blind survey conducted worldwide in 2011 showed that customers who purchased radio-frequency and microwave products from Agilent and key ...

Sales light up by 18% for Bulbs.com in 2011
Customer feedback helps identify changes to site functions and design.

Canon U.S.A. Introduces Three High-Quality PIXMA Office All-in-One Printers at an Affordable Price
Canon U.S.A., Inc., a leader in digital imaging solutions, today announced the addition of three PIXMA Office printers to the lineup: the MX512 Wireless1 All-In-One , MX432 Wireless1 AIO and the MX372 AIO.

Things Customer-Service Reps Won't Tell You
1. "You can't always get what you want."