http://www.bleedingcustomers.com Customer Relationship Management Fri, 11 Dec 2009 11:37:21 +0000 http://backend.userland.com/rss092 en Starting Zappos - the company culture... This is a video from Le Web 2009 http://www.bleedingcustomers.com/?p=99 [caption id="attachment_96" align="alignnone" width="460" caption="Trust.SalesForce.com"][/caption] If you want to do business with someone online then Trust is a major conversion issue... SalesForce.com have recognized this and have focused on trying to bring transparency to their offering, showing us their maintenance schedule and their system uptime etc. Have a look at it over ... http://www.bleedingcustomers.com/?p=94 Marketing Guru Seth Godin wrote a great white paper on the customer contact experience... It's an oldie but a goodie. Sponsored by Avaya, it takes a helecopter view of the modern brand and its schizoid relationship with its customers - particulaly when it comes to call centre experiences. I particularly like ... http://www.bleedingcustomers.com/?p=82 Are you prepared to listen to what your customers are saying? Bandon company Louder Voice offer a powerful review tool that allows you to integrate review functionality into your website. This is Web 2.0 in action - listen to your customers! Reviews are worth their weight in gold and have proved ... http://www.bleedingcustomers.com/?p=64 Large brands are discovering that their customers won't put up with shoddy customer service or complaint procedures any more. I suppose to be fair, what they are really discovering is that their customers are now empowered to publish their complaints to a global audience using the internet and the reach ... http://www.bleedingcustomers.com/?p=34 Sage offer a wide range of CRM offerings for the SME sector from ACT to Sage CRM and now including an online version SageCRM.com The Sage offerings are immediately of interest to companies using their accounting solutions, however it is a standalone CRM offering. http://www.bleedingcustomers.com/?p=22 Joel Spolski has a great article on customer service which is based on lessons learned at Fog Creek Software during its startup phase http://www.joelonsoftware.com/articles/customerservice.html it's well worth a read as Joel is one of those rare individuals who a) knows what he's talking about and b) is prepared to share ... http://www.bleedingcustomers.com/?p=23 SalesForce.com are the force to be reckoned with in online CRM. The posterchild of the Software as a service (SAAS) sector, this offering defines the online CRM space. Offering a free 30 day trial so that you can assess the offering... http://www.bleedingcustomers.com/?p=16 When Amazon bought Zappos.com this was a message that Jeff Bezos gave to the Zappos staff... Think long term... http://www.bleedingcustomers.com/?p=9 Zappos.com is a fascinating case sudy in customer service... Here's a fascinating insight into what makes Zappos tick by Tony Hsieh the CEO back in 2008 prior to theit acquisition by Amazon. One of the killer lines is - Zappos is a service company that happens to sell shoes, clothes, handbags.... | ... http://www.bleedingcustomers.com/?p=3