Category Archives: Customer Experience Management
The Consumerization of the B2B Website
Like many busy professionals, I shop online. Recently I’ve noticed those items I’ve looked at on, for example, the Neiman Marcus website follow me around the internet as I surf for information related to my work. This doesn’t work for me. The context is all wrong. I am not shopping for shoes while I am [...]
Knowledge Insight Means Big Money in Customer Service
As a rule of thumb in customer service, financial models show that any ticket not resolved quickly – due to lack of insight – will see its cost roughly triple. When you factor in research time to gain insight, contact and context re-establishment time, having to bring other people into the mix to resolve a [...]
The Great Divide: Customer Expectations vs. Customer Service Delivery
Today’s consumers, whether B2B or B2C, are much more informed than ever before about the products and services they are buying. This newly found awareness based on product information, industry and peer reviews, and multiple social channels, has given consumers this sense of trust that if others “like me” purchased or bought this product, and [...]
Exclusive Roundtable & Reception with Senior Execs and CRM Magazine Editor Unveils New Technology to Improve Customer Service Operations
As a customer service and support executive, do you struggle to provide a world-class customer experience? Chances are the answer is yes. It’s no wonder with expanding customer interaction channels, rising customer expectations, and an explosion in both the amount and complexity of data B2B customer service organizations face. Customer information has become unmanageable and [...]
