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Changes are coming as data platforms transform into customer intelligence platforms. (Featured on SmartCustomerService.com.)
Social metrics need to revolve around strategies, people, processes, and technologies. (Featured on SmartCustomerService.com.)
By adopting new tools like cloud-based callback, companies can focus on the fundamental of attracting and retaining customers. (Featured on SmartCustomerService.com.)
Tips and tricks community managers should avoid when building and cultivating online communities. (Featured on SmartCustomerService.com.)
With the right CRM system tied-in, agents can better serve customers and provide better information. (Featured on SmartCustomerService.com.)
Consumers today expect instant gratification, and trends fade as quickly as they begin. To stay relevant and on target, brands must move beyond traditional methods of gathering customer feedback.
Is CRM becoming packed with too many features? Anything that's not focusing on the job of building customer relationships might be diluting your system's effectiveness.
Find out what turns today's customers off most—and how to avoid falling prey to those mistakes.
Achieving customer success means understanding the problem, planning for the right outcome, and then delivering and tracking the results—not at all different from what a rocket scientist does.
Moving from a reactive to a proactive service model will make your products and services better, and your customers happier.
Leadership needs to be shown that bad data is not simply a cost of doing business but rather a problem that can, and must, be solved.
And 4 other pieces of preference center advice for retailers based on things good old Mom used to tell you.
You have to ensure your employees know they have a stake in providing customers with the best possible experience.
Customer service departments are a secret weapon, a strategic asset. Embracing this notion is the difference between failure and success. (Featured on SmartCustomerService.com.)
Companies using chat bots typically perform better in some key customer service metrics. (Featured on SmartCustomerService.com.)
Artificial intelligence can spot potential problems in customer interactions and help companies and customers work through them. (Featured on SmartCustomerService.com.)
Bots and IVAs aren't necessarily mutually exclusive; they perform different functions, so they can coexist. (Featured on SmartCustomerService.com.)
All companies today need to develop and nurture an internal culture dedicated to protecting sensitive customer data. (Featured on SmartCustomerService.com.)
As omnichannel becomes a more prominent consumer expectation in customer service, contact centers should consider incorporating omnichannel strategies into their business models. (Featured on SmartCustomerService.com.)
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