Tag Archives: CRM
Special Series: Ask the (Social) CRM Experts
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 [...]
Special Series: Ask the (Social) CRM Experts
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 [...]
Advice for CRM Pros: Act like a Carpenter
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 [...]
How to Truly Listen to Your Customers – through Social Media and Enterprise Content
I had the pleasure of attending a Forbes CMO Network event last month that highlighted the challenges and opportunities associated with a social business strategy. The presentation by Charlene Li of the Altimeter Group was directly in line with the key challenge many top marketers face today: how can marketing teams adapt to – and [...]
CRM Myth Buster #4: Your CRM will make all your customers happier
Have you ever played a game of Twister? The gyrations support agents need to go through to keep that 20% of customers who have really challenging issues to solve, happy, can be likened it to the Milton Bradley game. If you’re too young to know what Twister is, it’s a game where you connect your [...]
CRM MYTH Buster #3 – Your CRM alone will help you sell more, faster
What powers a sale? If we look at recent best-seller sales books such as The Challenger Sale, power equals relevance to the prospect or customer, and an ability to challenge their views, in effect helping them to see their world with new eyes. How can sales management empower sales executives with the real-time intelligence to [...]
CRM MYTH Buster #2 – Your CRM alone will give you the needed 360° customer view
If you could design a 360° customer view, what would it include? Has a CRM vendor asked this question of you? Or, does your provider decide what works best in a 360° view, and therefore decide how to define it? I’m not saying that CRM providers don’t have good intentions. They absolutely do – but [...]
CODiE Award for Best Relationship Management Solution – Follow Up
Last month we were honored to receive the CODiE Award for Best Relationship Management Solution by the Software & Information Industry Association (SIIA). DreamSimplicity, a virtual community for business applications and industry professionals, was onsite at the awards ceremony in San Francisco and recorded a brief interview with our own Michael Gagnon, Regional Sales Manager [...]
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 [...]
New Survey Reveals Harsh Realities for Contact Centers
This week we announced new research that reveals some harsh realities for today’s contact center. The survey results indicate the biggest problems are caused by inefficient access to the information needed to solve customer issues, as data continues to proliferate beyond the traditional knowledge. Our survey was conducted in partnership with Omega Management Group – [...]