Profile of Penny Crosman
News & Commentary Posts: 53
Articles by Penny Crosman
posted in June 2006
To improve satisfaction, service organizations are analyzing customer interactions to identify and correct problems before they escalate. And to stay in tune with changing needs, firms are scoring customers by the minute, applying analytics to the data stream from call centers, retails stores, Web sites and more to customize on the fly. Find out how you can use analytics to ace customer service.
SAP, Oracle and smaller enterprise resource planning (ERP) software rivals are starting to partner with data visualization software providers, including Cognos and Business Objects.
To help companies understand what their customers experience on the web, TeaLeaf's new CX products provide web session recordings and clickstream analytics to identify problems and opportunities.