I came across this post on returning to “Old Fashioned” customer service, and focusing on the customer.  An example given in this post was a new initiative at Macy’s that had cashiers keeping a notebook of suggestions, comments, and complaints that were given by customers.  The argument being presented is that old fashioned customer service [...]

This past weekend, an event occured in our world’s history that has shaken up the way we look at news and the way we look at the world.  A little more than a week ago, elections were held in the nation of Iran, and the results were considered by many to be suspect.  People in [...]

Customer satisfaction surveys are one of the primary means of CSR analytics for Customer Service departments.  Yet the response rate for these surveys is typically low.  Additionally, a person who had a problem with customer service is far more likely to respond to a survey than someone who did not.  Both of these facts skew [...]

One Challenge of CRM (and of any business application) is the distributed nature of data.  Data is one of a companies most valuable assets, yet it often exists in application silos throughout a companies IT environment, often leading to data duplication and inconsistency.   Over the years, many tools have been created for the [...]

There is more to CRM 2.0 than just the social aspect.  Sure, social media is all the rage, and as I’ve stated, it is the future of CRM.  Yet it is important that we don’t get too locked into the social revolution that we neglect the other opportunities presented to the evolving state of CRM.  [...]

I was just on a company’s web site, looking at a product that I was interested in trying out.  The site had a button “Call Me Now” which allowed the user to fill out the typical contact form, and would have a phone call placed immediately thereafter.  Sure enough, within seconds, my desk phone rang, [...]

One of the larger causes of CRM implementation failures in small businesses is over-engineering.  Small businesses have a need to be agile and flexible, and many a CRM implementation tries to put too many restrictions and enact too rigid a process to make the tool useful for a small business.
Several years ago, I was involved [...]

The general consensus is that Social CRM is the future of CRM, yet there exists little consensus on what this means.  It is very easy to jump on a bandwagon such as Social CRM without any thought to a plan and analytical data.  Analysts say that engaging in Social CRM will produce huge dividends nad [...]