When customers need help, they don't want to log on to a mobile application and search through a list of frequently asked questions before ultimately having to use another channel to reach a customer-service operator, a step they could have taken... Feature | SearchCRM.com
It’s expected for businesses to offer mobile apps that can fully integrate into their contact centers and, in turn, fuel e-commerce. This special edition of Business Information magazine will review how apps should be designed to reach... E-Zine | SearchCRM.com
The ACCE conference celebrated its 10th anniversary with the ICMI awards dinner. Find out which companies were recognized for excellence in service. ACCE Conference Coverage | SearchCRM.com
The enterprise is about to undergo a revolution. Its effects will be everywhere -- on your phones, tablets and PCs -- and, most important, in your daily interaction with the business processes that drive your company. The revolution will be built... News | SearchCRM.com
Ira Goldstein has all the perks of a typical, jet-setting, 21st-century executive: a high-paying job, power, prestige.
And his workday is never over.
As president of the policy solutions group at The Reinvestment Fund in... Feature | SearchCRM.com
CSX Transportation started moving freight by train nearly 200 years ago. It started practicing CRM only about two years ago.
But during that relatively short period of time, the well-known railroad industry veteran has learned some... Feature | SearchCRM.com
A man walked into a Target store near Minneapolis demanding to speak to the manager, a jumble of coupons for baby clothes and cribs in his hands. His 16-year-old daughter had just received them, and he was fuming. But when the store... Feature | SearchCRM.com
The annual Gartner Magic Quadrant report found field service management technology fragmented but potent for growth. News | SearchCRM.com
Ten reasons why social CRM projects fail, at a glance
1. Wrong culture
2. No compliance policy
3. No established goals
4. Lack of managerial support
5. Insufficient... Social CRM Strategy | SearchCRM.com
It’s not just tools companies need to power customer experience management; it’s employees who can do the job. And the skills those workers need to go far beyond mere customer service. Feature | SearchCRM.com