Tag Archives: customer experience
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 [...]
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 [...]
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 [...]
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 [...]