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Even well designed CRM initiatives often overlook a crucial element of the customer relationship. Closing this gap can improve CRM results.
Marketers are long overdue in leveraging CRM learnings to make their demand-generation efforts more effective and profitable.
5 guidelines to abide by when choosing to integrate email into your CRM suite.
Contact centers are being charged with contributing to revenue growth, but if all the agents are offshore, who will execute that strategy?
Start with an audit of customer permissions, system security, and business rules for accessing customer data.
No longer is self-service simply a channel for businesses to sell or deliver products and services.
Bring your support staff closer to the customer.
Companies that learn to recognize and avoid them can realize the long-promised benefits of increased productivity, greater customer satisfaction, and better employee satisfaction.
Customer service representatives need immediate access to all customer-related information.
Your customers connect to your brand through their experience--it's an emotional bond.
The number one reason companies are letting go of CRM is to gain access to people and expertise.
Salespeople need sales intelligence tools designed to both support the sales function and enable them to sell more on every call.
Chances are you already have a miracle-maker or two.
The venue to reinforce the brand day in and day out is the contact center.
The importance of having a data steward and how to go about finding and appointing one.
It's almost impossible to satisfy the customer without internal agreement on brand experience and how to deliver it.
A commitment to matching your support infrastructure with your revenue growth will make a tremendous positive impact.
Process monitoring, updates at all times, and a focus on support that extends well beyond the call center itself.
Enter "The Customer Experience Matrix."
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