Category Archives: Customer Service

On Accenture’s 2010 Global Consumer Survey

A tweet alerted me to Accenture’s 2010 Global Consumer Survey Executive Summary.  Well worth a read. An interesting insight into Global Consumer Trends. Some highlights: the number of consumers who switched service providers as a result of poor customer service … Continue reading

Posted in CRM, Customer Experience Management, Customer Service, Linkdump | Leave a comment

On the applications of social crm – introduction

so what is social crm? Essentially Social CRM is using social media, such as facebook, twitter and wikipedia to start conversations with customers, or join conversations that have been started by your customers. Social CRM has also been called CRM … Continue reading

Posted in CRM, CRM 2.0, Customer Experience Management, Customer Service, Enterprise 2.0 | Tagged , , , , , | 1 Comment

CRM in a downturn (2) – a poll on CRM focus

The current economic crisis is having a significant effect on investments in enterprise wide CRM process reengineering and implementations of CRM technology. What is your view on where companies are most likely to invest, when it comes to CRM?

Posted in CRM, CRM 2.0, Customer Experience Management, Customer Service, Investment, Marketing, Predictions, Survey | Leave a comment

CRM in a downturn (1) – links

Most of the western world is suffering the economic effects of the credit crunch, which has turned into a full blown recession for most countries in Western Europe and the US. It seems that most CRM efforts are now focussed … Continue reading

Posted in CRM, CRM Daily, Customer Data, Customer Experience Management, Customer Service, Linkdump, Paul Greenberg, Predictions, Sales Force Automation, Series | Leave a comment

On 2009 – the year of sustainability

  The new year is approaching, 2008 is ending with  some of us feeling the consequences of the credit  crunch. It’s time to look towards the future. Every new  day and new year opens a wealth of new opportunities,  even in … Continue reading

Posted in Contact Center, CRM, CRM 2.0, Customer Service, Predictions, Service Effectiveness, Success | Tagged , | 1 Comment

On solving the customer service puzzle (or CRM is a business strategy, NOT software!)

Or atleast, one view on how the pieces of the puzzle can be made to fit. Drew stevens recently wrote an article on the customer service puzzle, which was brought to my attentionby Jim Berkowitz . The focal points of … Continue reading

Posted in CRM, Customer Experience Management, Customer Service | 1 Comment

On Gartner’s 7 initiatives to improve the customer experience

Jim Berkowitz has created a post that summarizes / outlines a number of recent Gartner publications on Customer Experience Management. Check it out.

Posted in CEM, CRM, CRM 2.0, Customer Experience Management, Customer Service | Leave a comment