CRM

Looking back – key trends from the Eptica blog in 2014

Published on: January 14, 2015
Author: Pauline Ashenden - Demand Generation Manager

2014 was an extremely busy year in the customer experience market. The combination of more demanding consumers, new contact channels and increased regulation drove innovation and increased investment in customer service departments as organisations aimed to differentiate themselves from competitors and boost revenues. This increased focus translated into record numbers of visitors to the Epti...

What does 2015 hold for customer experience?

Published on: January 07, 2015
Author: Pauline Ashenden - Demand Generation Manager

The New Year always bring a plethora of predictions as companies and analysts look at what is likely to happen in the next twelve months across the customer experience market.

Customer service and Christmas deliveries

Published on: December 19, 2014
Author: Pauline Ashenden - Demand Generation Manager

For many people, online is becoming the default channel for buying Christmas presents, with trips to the High Street relegated to either window shopping for ideas, top up purchases or to pick up Click and Collect orders. Consumer research from Metapack found that 22% of UK respondents planned to do almost all their Christmas shopping online, rising to 29% among the 35 to 44-year-old age group. 85%...

How CRM silos impact the customer experience

Published on: December 04, 2014
Author: Robin Tandon - Senior Product Marketing Director

A recent report from Hypatia Research Group highlights how Customer Relationship Management (CRM) software has become business critical to every organisation. However, the study, Next Generation CRM: All about Business Process Excellence points out a key issue with many existing CRM implementations. Essentially, while they act as a database for tracking customers, what they have bought and what th...

Moving on from desktop email

Published on: November 26, 2014
Author: Dharmesh Ghedia

With 144.8 billion emails sent every day, it continues to be a vital channel for customer service. Indeed, the rise of mobile devices, which allow consumers to quickly email wherever they are, means that the number of messages companies receive is actually growing.With many midsize organisations receiving over quarter of a million emails every year, coping with email customer service can be a stru...

Vivastreet wins the prestigious Voted Customer Service of the Year award in France

Published on: November 13, 2014
Author: Derek Lewis

Congratulations to Eptica customer Vivastreet, which recently won its category, Classifieds, in the Voted Customer Service of the Year Award (Élu Service Client de l’Année 2015*). Vivastreet operates a network of free, classified ads sites around the world, with the award being given for the performance of its French site (www.vivastreet.com).This is the eighth year that the awards have be...

Social customer service: the benefits and challenges

Published on: October 31, 2014
Author: Pauline Ashenden - Demand Generation Manager

As multiple studies show, social media is now a key channel for customer service. A J.D. Power study found that two thirds of customers who contacted a company on social media did so for customer service. Businesses understand this, but delivering the right level of service can be a challenge, particularly when it comes to integrating with other channels and scaling to meet demand. So, what are cu...

The Changing Face of Customer Technology

Published on: September 03, 2014
Author: Robin Tandon - Senior Product Marketing Director

From the contact centre to the web and mobile, technology is central to how organisations interact with their customers to deliver an enhanced experience. Consequently it seems hard to believe that the Customer Relationship Management (CRM) software market is now over 20 years old. The appetite for CRM software remains as healthy as ever. According to Gartner it is growing at an impressive 13.7% g...

Retailers must gear up for mobile influenced cross-channel sales

Published on: August 08, 2014
Author: Lloyd Buxton - Business Development

Cross-channel sales, also known as web-influenced sales, are purchases that are touched by a digital channel but are not completed online.  According to US data from Forrester, cross-channel sales are becoming increasingly important and are worth four times more in total than online sales alone. In fact, the analyst estimates that cross-channel sales will reach $1.8 trillion by 2018.A big par...

The growth of CRM and CX – 3 trends according to Gartner

Published on: May 16, 2014
Author: Robin Tandon - Senior Product Marketing Director

Engaging successfully with customers is central to business success today. Therefore it is not a surprise that research from Gartner shows that the market for Customer Relationship Management (CRM) software grew by 13.7% globally last year, hitting $20.7 billion. Western Europe was the fastest growing region, with spending expanding by 15.2% between 2012 and 2013.Gartner highlighted three trends d...

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