Should Social Add Layers to Customer Service, or Strip them Away? - Story From: CRM Outsiders
I read an interesting blog post by Sue Barret sparked by a Harvard Business Review article that argues that “customer delight” is less important than making life easier for your customers. Hmmm. In so many ways – the two are one, right? This got me thinking. If we are trying to create great customer experiences while ALSO [...]
Categories: CRM, CRM Reviews, CRM Technology, Customer Centric, Customer Retention in a Recession, On-Demand CRM, Social Business, Social CRM, SugarCRM, call center, social media, twitter Tags: CRM Industry, CRM Reviews, Social CRM, SugarCRM
Does Social CRM Favor Your Worst Customers? - Story From: CRM Outsiders
I was reading the Social CRM Pioneers Group on Google, owned and operated, if that is such a thing in the social media world, by the Altimeter Group’s Jeremiah Owyang (@jowyang). Jive Software’s Mike Fraietta (@MikeFraietta) made an interesting point in referring to Twitter’s dealing with some hacker issues which resulted in all users’ follower [...]
Categories: CRM, CRM Reviews, CRM Technology, Customer Centric, Customer Retention in a Recession, On-Demand CRM, Social Business, Social CRM, SugarCRM, call center, social media, twitter Tags: CRM Industry, CRM Reviews, Social CRM, SugarCRM
Call Centers, A Prescription to Heal Thyself
Here are several excerpts from an article by David Frenkel, CEO of Panviva, about diagnosing problems that your call center may be experiencing, Call Centers, A Prescription to Heal Thyself: Here’s a short list of the symptoms I’d look for before writing a prescription: Do your customer service reps dread picking up the phone? Do 50-75 percent [...]
