Beyond Philosophy

JANUARY 27, 2022

As the new wave of Customer Science comes in, the old tide of Customer Experience (CX) is receding. I have seen it before with other influential business concepts, like Total Quality Management, Business Re-engineering, and Customer Relationship Management (CRM). So, What Will Customer Science DO for Experiences?

CRM 195

CRM Consulting Consulting Quality management 195

Callminer

FEBRUARY 21, 2018

When looking at new infrastructure they need to look at how the changes in the marketplace can improve the way they run their business and improve the employee and customer experience – not simply replicate/improve what they have. His journey with Terminix began as a summer job in 1996, and ultimately became a full-time career in 2001.

call center software 210

call center software Call Center Contact Center Interactive Voice Response 210

Customer Guru

MARCH 7, 2018

Sonia Bhatia Salmin, Ex-Head of Customer Experience at Piramal Pharma Solutions, shares her thoughts on the importance of CX, and how she led Piramal Pharma Solutions into becoming one of the most customer-centric pharmaceutical companies in India. I completed my engineering in 2001, majoring in Electronics.

Customer Experience 65

Customer Experience Customer centricity Chief Customer Officer B2C 65

Natalie Petouhof

SEPTEMBER 8, 2015

Wondering how to get the ROI out of your CRM software? One is productivity and it’s affect on customer engagement. How to Solve The Issues Related to Productivity and Customer Engagement: One way to solve these issues is with Microsoft Dynamics CRM 2016, which is their latest customer engagement solution.

CRM 58

CRM Analytics Sales Accountability 58

aircall

JANUARY 16, 2018

Fortunately, we’ve moved beyond the reliability of “2001 Skype,” and these anxieties have been firmly debunked. To meet these criteria, it helps to have intelligent phone software that works with your favorite CRM to delight the customer. In fact, life is easy “in the cloud.” Will The Lines Be Ready In Time? Predictive menus?

Interactive Voice Response 91

Interactive Voice Response voip CRM Morale 91

Help Scout

JUNE 24, 2021

Along with managing incoming customer communications, many help desk tools let you offer proactive support through knowledge bases and automated messages. When you create a strong customer experience, you better retain customers and grow your bottom line. Kayako originally set out in 2001 to make a more usable help desk.

SaaS 85

SaaS Self service CRM Analytics 85

Comm100

JULY 12, 2018

There is no specific theme here aside from a focus on improving the customer experience. Dan Gingiss is a contributor with Forbes, and he wrote an excellent post about providing an exceptional customer experience. Of course, there’s also the equally frightening vision of Hal from 2001: A Space Odyssey.

Customer Service 56

Customer Service Entertainment Best practices CRM 56