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  • Think Bigger
    I spent the best part of last week cruising up and down Silicon Valley, checking in with customers and would-be clients. The consensus from this non-scientific survey is that business is better than OK, and most people are expecting this year to be the best in a while. Of course, there is a cloud -- literal and figuratively -- to go with that silver lining.
  • Avaya Gives Sneak Peak of Upcoming Healthcare Apps
    Avaya has provided a sneak preview of several healthcare IT-based mobile applications it will be rolling out later this year. These include Avaya Mobile Activity Assistant, Avaya Flare Communicator for iPad, and other collaborative service offerings in telehealth and social media. Healthcare is one of Avaya's chief verticals, said Sanjeev Gupta, general manager of Avaya's Healthcare Solutions group.
  • Federal Virtualization Business: Let the Vendor Clawing and Scratching Begin
    "We are seizing on the power of 21st century technology to consolidate data centers and moving to lightweight, shareable technologies, such as cloud computing, while also directing agencies to consolidate commodity IT services, and shift to shared services," said Federal Chief Information Officer Steven VanRoekel.

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SearchCRM: News on CRM trends and technology
News on technology and trends in CRM, customer interaction and customer data.

Key Findings

“Service failures not only drive existing customers to defect—they also can repel prospective ones. Our research shows:

· 25% of customers are likely to say something positive about their

· customer service experience

· 65% are likely to speak negatively

· 23% of customers who had a positive service interaction told 10 or

· more people about it

· 48% of customers who had negative experiences told 10 or more others

“Stop Trying to Delight Your Customers” by Matthew Dixon, Karen Freeman, and Nicholas Toman, Harvard Business Review, July 2010