Email Alerts
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Running customer service on Facebook takes tools and training
Rosetta Stone has launched a program to use Facebook as a customer service channel. It’s all part of a company-wide initiative to be more social. News | 26 Aug 2010
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Effective self-service CRM requires cross-channel consistency
Running an effective customer self-service program means providing consistency across all customer touch-points. News | 03 Aug 2010
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Look within when staffing customer self-service programs
Self-service doesn't mean hands-off. Successful self-service and social CRM efforts require committed employees to manage, monitor and develop content. News | 03 Aug 2010
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Five mistakes to avoid when implementing self-service CRM
When launching a customer self-service CRM initiative, it's important to avoid these five common pitfalls. News | 03 Aug 2010
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Selecting self-service CRM software means looking in many places
Self-service software encompasses a wide range of technologies. Finding the right system to serve your needs -- and your customers' -- demands careful consideration. News | 29 Jul 2010
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NPS, follow-up helps Sony Canada improve customer experience
At SAP's Sapphire conference, Sony Canada's CIO explained how the net promoter score helped his business improve the customer experience. News | 20 May 2010
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Twitter Customer Service – Three Use Cases for More Social CRM
There's more than one way to use Twitter as a vehicle for social CRM and customer service. Columnist Allen Bonde outlines three use cases. Column | 29 Apr 2010
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MySpace still learning about social CRM for customer communities
Even for one of the biggest social networks, integrating communities with customer service and CRM poses challenges. News | 22 Mar 2010
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Customer feedback management tools advance, but still no social media
Customer feedback management tools offer new functionality, but responding to social media often falls to the call center. News | 03 Dec 2009
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Customer service strategy more important in emerging markets
A recent Accenture survey found that consumers in emerging markets are more likely to switch vendors because of poor customer service and more likely to share their experiences. News | 01 Dec 2009