PSG Latest Research

Offshore Customer Service

Ronni Marshak — 2/2/2012 12:00:00 AM

Does offshoring your call center impact your brand? It does if the quality of service goes down. This refresher course in providing good customer service should help you avoid the pitfalls of the most common offshore call center offences, most of which are the result of valuing cost savings over nurturing customer relationships.

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About Ronni Marshak.

Local Motors: Open Source Car Design and Local Manufacturing

Patricia Seybold — 1/26/2012 12:00:00 AM

Can you transform an industry from the outside? That’s what Local Motors is doing with the automobile industry with its customer ecosystem to design and produce great cars. This case study shows how Local Motors follows the six critical success factors for a customer ecosystem to re-envision and industry from the outside in.

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About Patricia Seybold.

Salesforce Radian6

Mitchell Kramer — 1/26/2012 12:00:00 AM

Radian6 is the name of a company, which is a division of Salesforce.com, a brand, and a social listening, analysis, and service platform. Radian6 Social Hub, integrates with Salesforce Service Cloud case and account management. Although Radian6 Social Hub is a new product, it significantly enhances the social service capabilities of Radian6 and Salesforce Service Cloud.

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About Mitch Kramer.

Is Sears.com Strong Enough to Help Save Sears?

Ronni Marshak — 1/19/2012 12:00:00 AM

Sears is facing major financial challenges. Can its online strategy save the company? Our customer experience audit of Sears.com looks at how well the site can meet a customer scenario of “I want Sears.com to make it easy to manage my purchases and related home services to simplify my life.” Our findings might surprise you.

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About Ronni Marshak.

The Next Big Thing: Customer Ecosystems

Patricia Seybold — 1/12/2012 12:00:00 AM

Customer ecosystems are business networks that are aligned to help customers get things done. They act as magnets. The easier it is for customers to do things in and around your brand, the more they also value tools and resources from others that help them do everything they care about, including the things that aren’t in your sweet spot. Everyone benefits as customers achieve their goals, partners make money by providing what customers need at just the right time, and you all gain a much clearer picture of what’s going on and what new patterns and needs are emerging. We’ve identified six ingredients that are crucial for success.

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About Patricia Seybold.

What Stands in the Way of Successful Customer-Centric Projects?

Ronni Marshak and Patricia Seybold — 1/5/2012 12:00:00 AM

Most customer projects encounter five obstacles to success: lack of resources, lack of access to the right customers, no buy-in from execs, inadequate execution, and no tangible results. So how do you overcome these obstacles? Make sure you have the right ammunition to blast through them, know what resources you need throughout the project, what activities you need to undertake, and how to measure the success of each step to determine if you are ready to move on.

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About Ronni Marshak and Patricia Seybold.

RightNow Social Experience

Mitchell Kramer — 12/15/2011 12:00:00 AM

RightNow Social Experience is the social-service component of the RightNow CX suite. It delivers social listening and interaction capabilities and integrates seamlessly with the CX’s case, knowledge, and account management capabilities. Note that Oracle has announced its intention to acquire RightNow. What does this mean for customers?

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About Mitch Kramer.

All I Want for the Holidays

Ronni Marshak — 12/15/2011 12:00:00 AM

There are many ways to personalize the holiday shopping experience that will delight customers and bring in extra sales from those of us who avoid Black Friday and Cyber Monday. Start by leveraging the wish lists that customers have already set up with you. Don’t waste that valuable information or the customers’ efforts.

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About Ronni Marshak.

Customer Service Supplier and Product Update 3Q2011

Mitchell Kramer — 12/8/2011 12:00:00 AM

3Q2011 was quiet quarter for customer service. Customer growth was mixed but mostly down, mixed financial performance resulted, and there were few product or company announcements. The biggest company news was Oracle’s acquisition of RightNow.

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About Mitch Kramer.

Best Practices for Web Experience Management

Susan Aldrich — 12/8/2011 12:00:00 AM

Web experience management involves strategy, plans, tactics, practices, and metrics for all customer digital interactions. Our three best practices will deliver better customer relationships and improved business results. In this article, we present not only the best practices but also nine guiding principles for successfully applying the three practices.

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About Susan Aldrich.