Blog: CRM

Companies have yet to see convincing evidence that ties investments in customer experience to gains in company value. It simply isn't good enough to say that improvements in customer experience...

Most people in the business community are familiar with the adage “You can’t manage what you don’t measure.” But, you also can’t make improvements to customer-facing...

Social media is changing the way companies do business. Today, customers have the power to share poor customer experiences with the world with a click of a button. If companies are unable to adjust...

As companies are looking for ways to make doing business easier and more convenient for consumers, their focus often turns to connecting with customers through their ever-present mobile devices,...

Social media is exploding as a customer service channel, but companies are struggling to catch up with the demands of today’s socially savvy consumers. Who is winning in the game of social...

 Evidence shows that customers are frustrated with the service they get when they call companies’ contact centers. Cumbersome Interactive Voice Response (IVR) systems, long wait times,...