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Products Come and Go – Customers Will Always Have Needs

On January 31, 2012 By Mike Boysen
Finding Customer Needs

One of the most important things I’ve learned in my CRM career is that innovation is the biggest driver of long term success for any business. By long term, I mean well beyond the lifetime of a product or service. I’ve worked with many companies that have owners that seem to be [...]

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Trends in the CRM Software Market 2012

On January 10, 2012 By Mike Boysen
Salesforce.com

I don’t make it my job tracking trends in the CRM software market, Paul Greenberg already does this here http://www.zdnet.com/blog/crm/crm-watchlist-2012-the-winners-list/3966. After reading his post today, though, I decided to circle back to a quick and dirty analysis I did the other week after hearing that Google Insights actually had a strong correlation [...]

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Customer Service Done Right In 10 Easy Steps – Step 10

On December 5, 2011 By Kate Leggett (Forrester Research)
We live in a world of increasing complexity: increasing number of communication channels, explosion of social data, intertwining of sales, marketing and customer service activities, growing amount of information and data that customer service agents ne...
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Customer Service Done Right In 10 Easy Steps: Step 10

On December 5, 2011 By Kate Leggett (Forrester Research)
We live in a world of increasing complexity: an increasing number of communication channels, an explosion of social data, the intertwining of sales, marketing, and customer service activities, and a growing amount of information and data that customer ...
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6 CRM Steps to Great SEx

On December 1, 2011 By Mike Boysen
Stairway-To-Success

I’ve had this one up on my board for months!

Over in the Accidental Community we discuss CRM, Social CRM, Enterprise 2.0 and everything that ties them together…sometimes. In this case we were, and I thought it was worth sharing a very important contribution to the discussion. The topic was Social Experience Design [...]

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Customer Service Done Right In 10 Easy Steps – Step 8

On November 29, 2011 By Kate Leggett (Forrester Research)
Step 8 of my 10-step program on how to master your service experience is to tame your knowledge problem. A good knowledge program is one of the foundational elements for a good service experience. Many informational requests can be easily with simple F...
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Customer Service Done Right In 10 Easy Steps: Step 8

On November 29, 2011 By Kate Leggett (Forrester Research)
Step 8 of my 10-step program on how to master your service experience is to tame your knowledge problem. A good knowledge program is one of the foundational elements of a good service experience. Many informational requests can be easily handled using ...
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Customer Service Done Right In 10 Easy Steps – Step 7

On November 22, 2011 By Kate Leggett (Forrester Research)
Step 7 of my 10-step program on how to master your service experience is to think outside of the customer service box. We know that customers don't choose to interact with you on a single communication channel from start to finish. They interact with ...
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Customer Service Done Right In 10 Easy Steps: Step 7

On November 22, 2011 By Kate Leggett (Forrester Research)
Step 7 of my 10-step program on how to master your service experience is to think outside the customer service box. We know that customers don't choose to interact with you on a single communication channel from start to finish. They interact with you ...
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The Phone, It Still Matters in this Social, Cross-Channel World

On November 22, 2011 By Mitch Lieberman
(This is an expanded post based on the original – with a bit of a teaser on survey results at the bottom) First talked about in 1844, written about again in 1854, patented (US) in 1876, argued about for another 10 years, connected across the US in 1915: The Telephone. We cannot forget the importance [...]
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    • Products Come and Go – Customers Will Always Have Needs
    • Trends in the CRM Software Market 2012
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