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CRM
July 20, 2012
Duke Chung |
Customer Service 2.0 Five tips for creating an agile and successful call center to keep up with customer demands.   |
CRM
January 2012
Leonard Klie |
Customer Service Is a Complex Ecosystem As more communication channels become available, running contact centers has become increasingly complex. |
CRM
December 2013
Leonard Klie |
Overcome Multichannel Customer Service Challenges Effective strategies start with talking to customers. |
CRM
August 19, 2011
Saurabh Mittal |
Six Myths of Social Media Understanding the evolving customer service social landscape. |
CRM
February 2014
Leonard Klie |
10 Social Customer Service Tips New channel interactions don't have to be complicated. |
CRM
September 2013
Leonard Klie |
Which Interaction Channels Are Most Popular? Interactive Voice Response (IVR) and email top the list, but online customer support gains ground. |
CRM
December 2012
Leonard Klie |
Piecing Together Multichannel Support Cross-channel support starts with connecting the right channels. |
CRM
June 2012
David Myron |
Take a Healthy Approach to Social Media Social media is emerging as a viable forum for sales, marketing, and customer service professionals to connect with customers. But be careful not to treat it as "just another service channel." |
CRM
July 2011
Paul Greenberg |
Never Underestimate the Power of Traditional Methods It's not the medium but, rather, how you use it to engage customers that counts. |
CRM
October 13, 2015
Oren Smilansky |
Sparkcentral Launches Secure Authentication for Social Customer Support Message encryption functions aim to facilitate trusted service interactions on Twitter and Facebook. |
CRM
October 19, 2012
Joshua March |
The Changing Nature of Customer Relationships How social media is forcing large companies to rethink CRM. |
CRM
August 31, 2012
Patrick Dorsey |
Move from Social Media to Social CRM Five ways to bring your business up to speed. |
CRM
January 2, 2015
Marriann Cole |
4 Building Blocks for Improving Customer Service Listening to customers' voices shouldn't stop when the sale is made. |
CRM
June 3, 2011
Jason Peck |
Engage Customers With Social Media Taking your company to the next level. Having a process for engaging customers with social media is crucial to success. |
CRM
April 1, 2011
Scott Swope |
Social Media Interaction a Challenge for Web 2.0 Sites Too How companies can reap the benefits of social media. |
CRM
March 27, 2015
Pam Plyler |
5 Steps to Improving Your Social Customer Service Combating social media challenges is a must for doing business with today's consumers. |
CRM
January 3, 2014
Matt Kearney |
Three Tips to Optimize Your Social Media Success Focus on the right channels to grow revenue and satisfy customers. |
CRM
October 2015
Leonard Klie |
On the Scene -- Customer Service Experience: Explore New Channels, but Invest Wisely Conference speakers urge companies to integrate channels for a seamless customer experience |
CRM
June 2011
Carolyn Heller Baird |
Social Media's Advocacy Paradox Businesses and consumers have different perceptions, according to social CRM study by IBM's Institute for Business Value. |
CRM
November 16, 2010
Juan Martinez |
84 Percent of Digital Marketers Use Social Media Direct marketing is now more about getting heard and having people listen than it is about reach. |
CRM
September 2015
Leonard Klie |
EBay Finds a NICE Way to Save NICE Systems' Interaction Analytics helps eBay Enterprise dramatically cut average handling times |
CRM
March 16, 2012
Eric Harber |
Four Ways Mobile Will Boost Your CRM Strategy Take your campaigns to the next level. |
CRM
December 2015
Leonard Klie |
Social Media Is Now a Viable Support Channel Direct messaging, tighter security, and data integration add to social media's feasibility as a customer service platform |
CRM
February 2014
David Myron |
Should You Offer Social Customer Support? More progressive companies are moving beyond the experimentation stage and incorporating solutions that enable them to listen, analyze, and respond to customers on social media. |
CRM
June 10, 2011
Leonard Klie |
New Research Highlights the Need for Integrated Marketing Email is still the most effective way of reaching customers, but campaigns should also include the Web, SMS, social media, and other channels. |
CRM
June 2012
Leonard Klie |
Twitter: Hearing 140 Million Voices A growing number of brands are establishing social media command centers -- war rooms from which employees track and respond to customer comments, questions, and complaints on Twitter and other sites. |
CRM
October 11, 2013
Kathy Juve |
Three Tips for Surpassing Customer Expectations Turn connected customers into brand advocates. |
CRM
July 12, 2013
Duke Chung |
Made-to-Order Customer Experiences Why customer service will -- and should -- never be the same. |
CRM
March 9, 2012
Scott Kolman |
The Future of Customer Contact What smart devices mean for the call center industry. |
CRM
January 20, 2012
Kara Trivunovic |
Email Marketing and Social Data: The Beginning of a Beautiful CRM Friendship Employ an integrated strategy to drive more successful campaigns. |
CRM
June 2011
Donna Fluss |
Use Social Media Proactively Leveraging sites like Facebook and Twitter is critical |
CRM
July 2013
Barton Goldenberg |
Happy Agents, Happy Customers Increased agent productivity leads to increased satisfaction. |
CRM
May 2005
Coreen Bailor |
Making a Clear Connection Integrating your multichannel operations can seem like a near-impossible feat, but it doesn't have to be. Follow these strategies to ease your integration process and maximize your multichannel potential. |
CRM
August 2011
Leonard Klie |
Changing the Channel Research reveals how consumers will contact customer service within the next two years |
CRM
November 2011
David Myron |
Build Your Brand Through Exceptional Customer Experiences Any interaction customers have with your company is a reflection of your brand. |
CRM
July 2014
Sarah Sluis |
4 Ways to Master Omnichannel Selling Salespeople must track the customer journey across multiple channels and be more collaborative than ever. |
CRM
March 7, 2011
Koa Beck |
Few Consumers Share Experiences via Social Media A report by the Temkin Group surveying 6,000 consumers determines that social media is not yet the largest word of mouth medium. |
CRM
April 2012
Judith Aquino |
Banks Are Rethinking Their Outreach Strategies The need for better communication is leading bank marketers to up their game. |
CRM
July 2014
Leonard Klie |
The 4 Key Customer Service Omnichannel Considerations Contact centers have deployed new technologies in silos; integration is difficult but not impossible. |
CRM
April 2013
David Myron |
Are We Too Connected? Several of our magazine stories take on the issue of connection with customers and how connectivity can best be used for customer engagement. |
CRM
November 16, 2012
Mayur Anadkat |
Mobile Application Success Strategies A pretty app is nice, but the key is giving customers a reason to come back. Brands should be creating apps with the intention that they will continually evolve and provide functional use to consumers. |
CRM
August 5, 2015
Dave Roman |
How HP Integrated Social Media into its International CRM System Discover a 360-degree solution for social care. |
CRM
November 2015
Leonard Klie |
How Amazon and Salesforce.com Are Shaping Mobile Customer Support Video chat apps such as Amazon's Mayday Button and Salesforce.com's Service SOS lead a new breed of mobile customer service apps |
AFP eWire
March 2, 2010 |
Social Media Builds Support, But Fundraising Lags Overall Respondents to a recent survey felt social media channels were generally effective for enhancing relations with an existing audience and reaching out to new supporters, but less so for raising money. |
CRM
June 17, 2011
Godard Abel |
Fixing the Disconnect Between Sales and the Enterprise Critical success factors and best practices to increase productivity. |
CRM
August 2014
Leonard Klie |
Brands Deliver Inconsistent Engagements The phone still outperforms other channels for customer service. |
CRM
June 2011
Leonard Klie |
Don't Forget the "C" in Social CRM Listening to customers should precede any foray into social media, the former leader of @ComcastCares advises |
CRM
November 15, 2004
Jason Compton |
How to...Train and Manage Multichannel Agents Not all agents are ideal for a demanding multichannel role, but these five steps will help contact center managers find the right agents, and give them the tools they need to make each phone call, email, and chat session a top-notch experience. |
CRM
August 12, 2010
Glen Manchester |
Multichannel Is Not Enough: 6 Steps to Engaging Customer Communications Context and relevance are critical elements to maximize customer engagement and loyalty. |
CRM
March 2012 |
Prepare for a Multichannel Support Environment The social media eruption emphasizes the importance of connecting with customers on their preferred interaction channels. However, while doing so is beneficial to companies and their customers, it presents other challenges. |
