Category Archives: CRM
Customers have so many choices today. It’s our jobs to make their experiences as easy, relevant and engaging as possible. By delivering exceptional customer experiences, companies can acquire new customers through referrals from highly satisfied customers, retain existing customers and improve their overall efficiency.
Unfortunately, too many customer service agents, field agents and even sales and marketing team members, do not have the essential customer information and insight they need, when they need it, resulting in negative customer experiences.
Imagine this scenario instead, if your organization uses a CRM such as Salesforce: A CSR views a case, and in addition to the details of the issue, he or she is automatically shown the best and most relevant knowledge—from anywhere—to solve the case in the fastest and most accurate way possible – right into the Salesforce Case Console, into the context of the agent. Without conducting a single search query, and regardless of where the information resides. The information is pushed to the agent.
Sound like a future state? The future is now. Read more and comment…
Knowledge Management will never be the same.
We’re at the start of a sea change in how employees find the information they need to do their work. Not surprisingly, the sea change begins with a combination of solutions known for leadership and innovation: Salesforce and Coveo. Together, we are turning knowledge management—and enterprise search—upside down.
Placing customers first, Coveo in September introduced the beta version of our application that pushes relevant knowledge directly into the Salesforce Case Console, into the context of the agent. We started here because we know that companies need and want to improve the customer experience. We know that agents struggle mightily to find the combination of information that will help them solve challenges for their customers faster and better. And we know the problem is only getting worse, in an age of big, unstructured and structured data, and with the continued proliferation of point systems and fragmented content sources.
So we put our enterprise-grade, Unified Indexing technology to the test. Could we push the information that would help agents help their customers faster and with more accuracy, regardless of where it resides? Could we provide a next generation federated search experience to even the most junior customer service agent? Could we make it fast and simple to configure and activate, in the cloud? Could we improve the capacity of a contact center by 10 or even 20 percent overnight by injecting better knowledge?
When we launched Coveo for Salesforce Beta version in September, we heard from many of our friends in the analyst and influencer community that it was going to be a game-changer. Our Beta Program participants proved the theory:
“Users simply find what they didn’t even know they were looking for. We need the right information at the right time to ensure our customers’ greatest success, and Coveo helps us to do that, right in Salesforce.” – Gerard Snippe, Rembrandt, a division of Rabobank (case study)
Today, we’re making this game-changing application one that turns knowledge management and enterprise search upside down, available to every company that uses Salesforce, with our listing of Coveo for Salesforce on the AppExchange. Starting today, Salesforce admins can, with a free trial, help their users stop searching, and start finding. Coveo for Salesforce, Service Cloud Edition is Generally Available on the AppExchange.
How will this turn transform your customer service and support initiatives?
Part II: CRM in 2013
We’re a few weeks into 2013, and companies are facing a powerful confluence of overwhelming and diverse customer data, tools that provide a greater degree of insight into that data, and a customer base that demands a more personalized, real-time experience. We believe that companies ended 2012 poised to use this convergence to supercharge their customer service operations, as noted in the first installment from our esteemed panelists that posted last week.
Is 2013 the year the perfect storm is averted? Our experts weigh in with some bold predictions for CRM.
Esteban Kolsky, consultant and analyst at thinkJar, formerly with Gartner:
“From the very beginning, CRM experts have been predicting the advent of CRM 360 – being able to see everything about the client, from all angles, for all stakeholders in the organization. We have been unable to achieve those things until now – mostly due to the lackluster performance of Analytical CRM. Read and comment…
Part I: Looking Back at 2012
It’s nice to have good friends in high places, especially friends who spend their time talking to smart people from great businesses about their strategies, execution and plans, specifically related to customer experience. To begin the New Year, we spoke with a couple of our esteemed friends about the current state of CRM—in its full meaning, not just the system, but spelled out: Customer Relationship Management. In this first installment we look at the question, “What was the biggest development in the CRM space in 2012?” Here are a few standout assessments:
Paul Greenberg, president at The 56 Group, and well known as the Father of Social CRM:
There were a few developments this year that were notable but two really stood out – and surprise, surprise, they had to ultimately deal with how customers are treated. The two were the re-emergence of customer experience, now called CXM, as a core approach in dealing with customers and the rise of Big Data (and solutions for it). Read and comment…
Today’s customer service professionals are equipped with an unprecedented amount of tools. Like a carpenter, each tool performs a specific function that’s essential to solving a case in an efficient and effective manner.
But unlike many on the front lines of the CRM business, carpenters have holsters or tool belts that organize the tools for the project at hand: hammer, screw driver, pliers, nails, screws, tape measure, etc. Without a holster, carpenters would waste time running back and forth from their work to get the tools they need, as they need them.
When it comes to customer service, why do we insist that support agents switch between multiple point-systems to hunt down the tools they need: from the CRM system, the knowledge base, SharePoint, personal files, notes on a product management wiki? The “Alt-Tab” shuffling is as unproductive as a carpenter without a holster.
Consider the content that your agents need – and put it in their holster. Read more and comment…