CRMAdvocate Blog
(1,679)
Industry Events
(11)
Webinars
(08)
Past Editions
(3,689)
Share your Take
Join CRMAdvocate (no cost)
|
|
Bettering the Customer Experience . . .
CX Power Maps: Understanding What your Employees Really Think
One of the most difficult issues to get to grips with in Customer Experience is employee culture. Yet without gaining an understanding of where the blockages are in your organisation towards customer centricity your initiatives could end before they even begin. So how do you get to know, who believes in what? One way is to ask employees directly, but there is always the risk that in order not to feel that they are ‘being difficult’ they will say one thing but do another. In a test piece of research, Beyond Philosophy undertook an analysis to see whether corporate perspectives on the Customer Experience could be teased out to see which employee cohort had similar beliefs to each other and which were separated from the group. . . . read more >>
Six CRM lessons from 2012
As the curtain falls on another year, we take a look back at some of the news and stories that we've covered in the past 12 months, and consider what we've learned. 1. Lots of talk about Big Data, and lots of confusion . . . read more >>
The Rise and Fall of CRM 1.0: A Talk With Jon Ferrara of Nimble
Jon Ferrara got started in the Customer Relationship Management industry the hardest way: he helped to create it, ground-up. Currently as CEO of Nimble, he is right there at the heart of this second generation of CRM software systems, after having been there at the start, rise and fall of, CRM 1.0. In 1989 Jon launched his first company, Goldmine, with one of the earliest products in the space between collaboration, contact management and sales force automation. This was at a time when most companies were just getting used to the idea of local area networks (yes, with wires) as a business staple. It helps to see why CRM 1.0 fell behind and what it became to understand the difference with where it is now because of social business. . . . read more >>
Four Ways to Get the Most Out of Enterprise Workforce Management
Contact centers have long relied on workforce management (WFM) software to deliver better service and greater operational efficiency at the least-possible cost. When calls arrive, agents usually are expected to respond in under a minute, making the ability to forecast workload and schedule an appropriate number of skilled agents absolutely critical. This is what originally prompted the development of WFM software, and, over time, contact centers have used WFM to help perfect their processes. But the contact center is not the only area of the organization that can benefit from WFM. Applying similar management procedures to other areas of the organization can streamline the work to further optimize contact center efficiency, creating a loop of continuous improvement and better customer service and cost savings. . . . read more >>
| |
