CRMAdvocate - Advocate for the customer experience, contact centers, and CRM

CRMAdvocate
Advocate for the customer experience, contact centers, and CRM

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Research: Using the Voice of the Customer to Gain Business Benefit
How an agent handles an interaction can have a significant impact on perception of the company and its brand, and as a result on its business performance. (Ventana Research)

Report: CRM Pays Back $5.60 for Every Dollar Spent
Analysis of recent Nucleus CRM case studies shows that for every dollar a company spends on CRM, it gets back an average of $5.60.

Book Excerpt: Survey Pain Relief
Transforming Customer Insights into Action By Dr. Jodie Monger & Dr. Debra Perkins

White Paper: Aligning Technology with Process
Properly aligning CRM solutions with business processes remains a very high hurdle for most companies. There are common threads causing mismatches between software functionality and user needs.