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Contact center social will (slowly) become norm
In this expert response, find some ways contact centers are using social media channels to manage customer contact volume. Ask the Expert
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More data makes CRM data management harder, but still doable
According to Salesforce.com, about 70% of CRM data “goes bad,” or becomes obsolete, annually. Find out the truth behind this statistic, and strategies companies can use to keep data up to date. Ask the Expert
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Four steps to create a consistent social media voice
Companies can create a single social voice to engage customers by establishing cross-functional engagement roles and training employees with “actionable playbooks.” Ask the Expert
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Treat CEM as core task, not add-on
Make customer experience management a central piece of corporate strategy instead of treating it like an optional plan. Answer
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Customers consider free tools for social listening
Expert Denis Pombriant encourages companies to experiment with free software to get started with social listening. Answer
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Buyers should seek IT guidance for CRM deployments
Buyers can get help from IT when making a system selection for their CRM operations and find a way to work as partners. IT can operate as a realistic brake on the expectations that the line-of-business folks have on how the program or project can be ... Answer
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Set strategy to target social media influencers
Forrester's Zach Hofer-Shall outlines how to set a startegy to help identify social media influencers. Ask the Expert
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How can we determine the cost of keeping a customer?
How can you determine the cost of keeping a customer who is threatening to leave? Learn methods for calculating customer profitability for one customer or for a group. Ask the Expert
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Methods to increase customer lifetime value via customer loyalty
Don Peppers discusses some effective methods to increase customer lifetime value via customer loyalty in this expert tip. Ask the Expert
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How to use Office Communicator for instant messaging in Microsoft CRM
Acccording to our expert, the best way to provide instant messaging capabilities to your Microsoft Dynamics CRM 4.0 users is to leverage the presence integration between Microsoft Dynamics CRM and Microsoft Office Communicator. Ask the Expert