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 OUR TAKE -
The Guitar Man Back Story
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 Required Reading - CRM News and Articles
Does Your Company Need a Chief Customer Officer?
There’s a new breed of executive walking the halls of power in a growing number of the world’s leading companies – and according to experts it’s only a matter of time before you start to consider this job role for your own organization. In recent years, Forrester Research has been one of several observers to note the proliferation of the role of chief customer officer (CCO) – a single executive that spearheads customer experience efforts across either a business unit or the entire organization. Businesses as diverse as Oracle, USAA and Dunkin’ Brands have all recently implemented a CCO, with the mandate to design, orchestrate and improve customer experiences across every customer touchpoint. And there are no signs of the trend slowing down. . . . more >>
Six Disciplines for Reaching Customer Experience Maturity
Most companies say they want to differentiate themselves based on a superior customer experience. But the reality is very few manage to provide an experience that truly differentiates a brand from competitors. Consider the health insurance industry: as a group, this entire industry is in its customer experience infancy, earning a “very poor” rating of just 53 (on a 100-point scale) in Forrester’s annual Customer Experience Index study. So how can organizations excel at customer experience and advance to higher levels of maturity? And how can they sustain those advances once they’ve made them? The basis for organizational maturity in any field stems from adopting and consistently performing a set of sound, repeatable practices that lead to excellence. In the world of customer experience, maturity is about the extent to which an organization routinely performs the practices required to design, implement, and manage customer experience in a disciplined way. . . . more >>
Callbox Launches Pipeline CRM 3.0
This new Pipeline CRM version features a redesigned user interface which now includes shortcuts to frequently used functions (e.g. View / Add Appointments, Update Accounts Status, Recently Viewed Items, etc.), reducing the number of clicks required to do certain tasks. It also includes a Global Search button which offers greater speed and flexibility for searching and filtering data (e.g. contact names, phone numbers, and addresses) and navigating the pipeline. In addition, the new Pipeline CRM version incorporates ad spaces where Callbox clients can advertise their products and services to over five thousand Pipeline CRM users around the world. Other notable features include a Client List Editor which allows users to edit, or download their contact lists, and a Dataminer which provides access to Callbox's 20+ million global business contacts. Pipeline CRM 3.0 also features a Task Manage and an Agent Activity Log function which allows Callbox clients to monitor in real-time each call made by each agent assigned to their campaign. . . . more >>
Oracle Unveils Oracle Fusion CRM in the Cloud
Oracle launched new CRM in the cloud through its offering of Oracle Fusion Customer Relationship Management (CRM) with all the power of Oracle’s advanced applications in a subscription pricing model – with no hardware to buy or software to support. Oracle Fusion CRM Cloud Service helps sales professionals with planning, prospecting, collaborating and closing. The system’s embedded business intelligence delivers insight into sales planning and sales performance management. . . . more >>
Delta Outsource Group Uses Hosted Suite
Delta Outsource Group, a national debt collection company, has realized cost-effective business growth by deploying a hosted debt collection solution from Latitude Software, an Interactive Intelligence company. Delta Outsource Group is using the hosted version of the vendor's Latitude Center, its core product for managing pre- and post-charge-off accounts and the entire collection workflow process. It also uses Latitude add-on applications to manage collection outsourcing; share data and account information with customers via a secure Web portal; automate account treatment strategies; integrate with third-party dialing systems; and help customers better analyze data. . . . more >>
Bilateral Customer Service
Digital technologies have made customer service much more complicated than it used to be—it’s no longer about training employees in basic techniques and then keeping them motivated. The Web has opened up channels of communication that didn’t exist in the mainstream two decades ago, such as email, live chat, Twitter, and Facebook. As a result, customer expectations of company responsiveness and transparency have exploded. Consumers today expect two distinct types customer service: full service and self-service. They want to be able to research a purchase, make that purchase, and resolve any subsequent issues online effortlessly. But if they decide they want personal help, they hope for the same warm, helpful touch they could get from the mom-and-pop stores of old. This two-sided strategy is called bilateral customer service. It may sound like a tall order, but it’s a necessity almost no one is exempt from. . . . more >>
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