In response to an explosion of enterprise mobility, firms are looking to mobile application development platform vendors to help them build out their portfolio of both internal- and external-facing mobile apps.
Speech analytics is picking up momentum in several lines of business and industries these days. One example is within CRM products to increase sales. Another example is in monitoring banker phone conversations to guard against fraud in derivative and swap trading rooms.
Frequent business travelers take heart--most airports are planning investments in mobile and self-service technology. A full 84 percent of airports surveyed by airport IT services provider SITA plan to invest in mobile applications for passenger services over the next three years.
Two-thirds of midmarket organizations have deployed a mobile device management solution and more than half support BYOD, according to a survey of midmarket firms by enterprise mobility management firm Good Technology.
Mobility is one of the "hot areas" for enterprise investment in customer relationship management technology, says Gartner.
Increasing customer empowerment, the increasing use of mobile capabilities and minimal economic growth in developed countries are making it imperative for insurers to embrace customer-centricity, says research firm Ovum.
Research firm Gartner predicts that the number of mobile customer relationship management apps downloadable on app stores will soar 1,200 percent by 2014.
The adage that everyone has their price holds true for 72 percent American consumers, according to Dimitri Maex, managing director of OgilvyOne in New York. He sees a fundamental shift in U.S. consumers' attitudes towards privacy, which says basically that people are for sale.
Forecasting sales is a tricky business, not least of all because the process is often emotionally charged and sales executives are motivated to "manage" the flow of information, writes David Taber,
If a company's CEO is an eyewitness to service reps struggling to communicate effectively with customers, it probably means it's time for a new look at the customer relationship management system.