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Bettering the Customer Experience . . .
HP Helps Enterprises Enhance Customer Satisfaction
HP Enterprise Services announced new services designed to help clients enhance customer satisfaction and increase revenue by optimizing the operating efficiency of their contact centers via hubs for customer relationship management (CRM) data collection. . . . read more >>
Interactive Intelligence Acquires Bay Bridge
Interactive Intelligence Group, a provider of unified IP business communications solutions, has acquired Bay Bridge Decision Technologies. Bay Bridge is a privately-held company with forecasting and planning technology to help contact centers optimize delivery strategies, agent resources, and performance by getting the right number of agents, in the right place, at the right time, to deliver better service. . . . read more >>
What Does Good Look Like In The Customer Experience?
Paul Weston, the architect of The Customer Framework’s SCHEMA toolset reveals the thinking behind the individual capabilities and practices that make up part of the SCHEMA Capability Assessment, which is becoming a customer management benchmarking tool. There are 110 capabilities in the assessment, containing almost 400 individual practices that together provide a comprehensive definition of what ‘Good’ looks like in today’s “Customer World”. It is this definition against which organizations can be assessed and benchmarked. . . . read more >>
The Integrated Customer View
In response to consumer expectations reaching an all-time high, most companies have improved their customer-facing operations. With just a few clicks, customers can quickly find a provider's best price, determine product availability, and connect with a service representative—virtually or in real time. The wired planet has put today's consumers in the driver's seat. So why are so many customers still frustrated and unhappy? Certainly it's not because businesses haven't made many of the right investments. Mindful that the cost of replacing a customer is estimated to be five times as high as the cost of retaining one, enterprises have implemented a range of customer-centric improvements, from staff training to simplified work processes to social media engagement. Yet most of these improvements ignore a major flaw—the lack of an integrated customer view. . . . read more >>