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Customer service may be getting better, but customers are also less forgiving of bad service. Here's what not to do.
Retail brands are "Tinderizing" to bring the browsing experience online, but be wary of sacrificing the customer-brand relationship.
Contract lifecycle management software isn't only helping legal—the sales department gets a boost as well.
Your customers want a frictionless experience, and you want to retain them as customers. Here's how to keep both parties happy.
Churn for apps is high, but vendors can earn loyalty by making support a top priority.
Forget "Always be closing." Now the name of the game is "Always be listening."
Your customers are already there, so it's past time for retailers to follow suit.
As front-line staff take the flak for systemic problems, it becomes harder to hold on to good service agents. Here's how to overhaul your processes—and keep customers and employee happy.
Here's what they expect—and how you can deliver
The need for efficiency and insights at every sales stage has never been greater.
With certain things in life, you don't need anyone to tell you it's working; you just instinctively know it. Sales is not one of those things.
Consumers increasingly want to do business with companies that are socially responsible, and CRM buyers are no exception. Part two of a two-column series.
New technology, and a new willingness to adopt and share solutions and data, will mark this year's sales landscape.
More mature organizations are making salespeople out of their customer service agents. (Featured on SmartCustomerService.com.)
Improving experiences on the Web and in the field are just as important as it is in the contact center. (Featured on SmartCustomerService.com.)
Speech analytics, when combined with other analytics types, can provide real benefits in real time. (Featured on SmartCustomerService.com.)
The contact center is an often-overlooked treasure trove of information. (Featured on SmartCustomerService.com.)
Don't assume that all promoters will automatically start spreading positive word of mouth. (Featured on SmartCustomerService.com.)
Avoid these seven pitfalls to keep customers from taking their business elsewhere. (Featured on SmartCustomerService.com.)
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