Dear [contact-First_name],
Welcome to the Spring 2010 edition of helpdesk.com's
quarterly newsletter -- The Service & Support News -- the premier
newsletter for help desk, CRM, and IT professionals.
This issue's feature story looks at the emerging role of Twitter in the CRM and help desk management landscape. Initially a consumer-focused service, Twitter is quickly emerging as a CRM "essential" for businesses around the world. Enjoy this exciting read!
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FEATURE STORY
Is Twitter the Next Customer Service Hot Spot?
Zappos.com, Southwest Airlines, and Staples share their approach to Twitter as a valuable customer service channel.
(Source:1to1 Media)
Excerpt: The evolution of Twitter as a business tool is gaining momentum. Within the past year Twitter has outgrown its initial consumer-based objective to become a business phenomenon. Companies, in particular PR and marketing folks, share links, interact with customers and prospects, and monitor competitors on the microblogging site. And now, the customer service departments are starting to take advantage of the real-time interaction potential with customers.
Three companies – Zappos.com, Southwest Airlines, and Staples – share their approach to Twitter as a valuable customer service channel...
THE SURVEY SAYS...
According to our most recent site survey:
UPCOMING INDUSTRY EVENTS
April 19-21, 2010
The 9th Annual Government Customer Support Conference and Expo
Alexandria, VA
May 4-7, 2010
IT Service Management World
Sydney, Australia
May 26-28, 2010
Forrester's IT Forum 2010
Las Vegas, NV
August 2-4, 2010
CRM Evolution 2010 Conference & Exhibition
New York, NY
>> More events
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RECENT INDUSTRY ARTICLES
Cloud Integration Provides CRM’s Missing Link
(destinationCRM.com)
Abstract: As more enterprise companies turn to cloud-based and/or software-as-a-service (SaaS) technology solutions, the promise of cost savings and flexibility often runs into the challenge of integration.
Forrester: Tech Industry Recovery Is Under Way
(CRMDaily.com)
Abstract: Forrester says information-technology spending in the U.S. will grow to $550 billion this year, citing higher spending on communications equipment accompanying the rebound in computer and software purchases. A recent earnings report from business software company Oracle, posting a 17 percent revenue increase, confirms Forrester's outlook.
Q&A: Why CIOs Must Pay More Attention To Their Support Desk
(InformationWeek.com)
Abstract: It comes down to both perceptions and operational priorities, says Craig Baxter, managing director of HDI. InformationWeek editor in chief Rob Preston recently caught up with HDI's managing director, Craig Baxter, prior to the group's annual conference in Orlando, Fla. Read this informative interview on IT and help desk management.
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