Effective CRM
RSSTwitterFacebookLinkedInGoogle+
  • Home
Share →
Tweet Buffer
Currently viewing the category: "Social CRM"

The Contact Center of the Future

On December 15, 2011 By Mitch Lieberman
The future of customer service is agility; the ability to adapt to the changing needs of your customers The future of service excellence is differentiation, the ability to create personalized and engaging service experience The future of service process is contextual optimization; the capability to coordinate and/or collaborate, internally, while staying focused on supporting customer [...]
Continue Reading

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...
Continue Reading

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 [...]

Continue Reading

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...
Continue Reading

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 ...
Continue Reading

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 [...]
Continue Reading

Customer Service Done Rright In 10 Easy Steps – Step 6

On November 16, 2011 By Kate Leggett (Forrester Research)
Step 6 of my 10-step program on how to master your service experience is to make your agent toolset more usable. This is because the work environment of a customer service agent is pretty awful. Agents use a tens, sometimes hundreds of disconnected to...
Continue Reading

Customer Service Done Right in 10 Easy Steps – Step 5

On November 14, 2011 By Kate Leggett (Forrester Research)
Part 5 of my 10-part blog series on how to master your service experience is also short and to the point: Put yourself in your customer's shoes and communicate to them when they should be expecting an answer from you. Step 5 - Keep Your Customers I...
Continue Reading

Customer Service Through Social, Is It Worth Doing?

On November 13, 2011 By Mitch Lieberman
It is something many smart people have written about and it ‘feels like’ the right thing to do. Talk about it in a meeting, and you get ‘head nods’ of affirmation. But, we need to ask the tough question to find out where we really stand, as well as ‘why’. I am hoping that you [...]
Continue Reading

Customer Service Done Right in 10 Easy Steps – Step 3

On November 9, 2011 By Kate Leggett (Forrester Research)
Here is Part 3 of my 10 part blog series on how to master your service experience in order to better align your capabilities with customer demand, and do it at a cost that won't kill your business. Part 3 highlights the need for multichannel integr...
Continue Reading
  • Contributors

    • Anthony Nemelka RSS feed (2)
    • Esteban Kolsky RSS feed (103)
    • Graham Hill RSS feed (7)
    • Kate Leggett RSS feed (30)
    • Mark Tamis RSS feed (25)
    • Michael Krigsman
    • Mike Boysen RSS feed (68)
    • Mitch Lieberman RSS feed (53)
    • Prem Kumar Aparanji RSS feed (74)
    • Wim Rampen RSS feed (26)
  • Recent Posts

    • Products Come and Go – Customers Will Always Have Needs
    • Trends in the CRM Software Market 2012
    • Forrester’s Top 15 Trends for Customer Service in 2012
    • Lithium Closes Round D of Funding – First Take
    • A Healthy Diet of Email
  • Categories

Avatars by Sterling Adventures
PageLines by PageLines