Last month, I talked about how the corporate website strategy was an essential element of CRM implementation because it is a major touch point of interaction between a company and its customers.  Today, I came across a post that triggered another important component to a company’s CRM implementation; that of the company IVR.
As CRM moves [...]

A Company’s website is not often looked at when implementing a CRM solution or CRM processes, but it represents a major facet of the relationship that a company has with its customers.  The website is the public face of every company, and represents a major entry point to customer communications and relationships.  Yet the corporate [...]

Ginger Conlon at 1to1 Media recently touched upon the coming wave of Mobile e-Commerce. It is a logical next step in a world that is becoming increasingly mobile, and a mobile world where the technology is making leaps forward in the area of applications delivered to mobile devices, specifically SmartPhones.  The next generation of [...]

Late last week, I called into a customer service department that had your standard “please hold” IVR.  It had no options telling me how long the queue was, and, as typical, had the most generic and annoying hold music.  After about 20 minutes, I gave up, and hung up the phone in disgust.  It is [...]

Social CRM envisions a company interacting with its customers, and providing what can be perceived as casual interactions between a company and its customers.  The interactivity involved is crucial in implementing an effective social media strategy, and ignoring that facet of social media misses the point entirely.  All too often, I have seen companies implement [...]

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 [...]

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, [...]

The modern call center has evolved from a simple answer-and-respond environment to a complex, multi-channel environment for servicing customers.  This revolution started with the advent of CRM and the Internet a decade ago, with the introduction of email and web portals.  Customer support has gone digital to the point that many “call centers” have gone [...]

Well, this is the traditional “Hello World!” post that every blogger has ever written, so I may as well follow tradition and write my own.  CRM Bytes is a blog dedicated to exploring the concept of Customer Relationships, and applying technology to aid in gaining and retaining customers.  CRM is traditionally thought of as a [...]