CSM Magazine

FEBRUARY 24, 2025

Cyberthieves continually change their strategies, attacking customer service teams through phishing attacks, social engineering, and data theft. Customer service departments tend to deal with sensitive data via emails, chat support, and CRM systems, which are the most vulnerable targets for cybercriminals.

Engineering 52

Engineering industry standards Advertising Education 52

TechSee

SEPTEMBER 9, 2020

Repair and maintenance costs already account for an eighth of annual rental income , and those costs are rising fast – by almost 8% year on year. In fact, TechSee carried out a survey exploring changing attitudes to engineer visits in this new reality. But of course, that’s just one side of the coin. Reducing Costs.

Management 145

Management Engineering voip outsourcing 145

Outsource Consultants

FEBRUARY 25, 2025

Are you leveraging call centers to turn support into a revenue engine? CRM Integration Personalizes Service Customer Relationship Management (CRM) systems form the foundation of personalized service in ecommerce call centers. CRM integration also facilitates proactive service.

Call Center 67

Call Center Sales outsourcing Technical Support 67

JivoChat

MAY 29, 2023

Using free CRM software may be the solution you are looking for in your business. You can centralize all customer information on a single platform, and allow employees to have access to the CRM, so you can assign tasks to them. Also, CRM software counts with data analysis to track performance on the actions and strategies you set up.

CRM 75

CRM Sales Analytics Marketing 75

ChurnZero

NOVEMBER 8, 2019

Your CRM is Not Enough! By making client data more accessible than ever , CRMs have transformed what companies can do with their relationships, data , and the execution of their objectives. That said, avoid falling into the trap of using your CRM as a Swiss Army Knife; you’re only as good as the tools you use.

CRM 63

CRM SaaS Chief Customer Officer Accountability 63

Aria Solutions

JUNE 8, 2020

Designing a process from scratch is already a task and a half for your Salesforce org, but re-engineering a process is even a bigger undertaking when the process has been in use for some time. Account for the existing security and access, and the possible need to change them. Demo early, demo often.

Engineering 62

Engineering APIs Consulting Consulting 62

AWS Machine Learning

AUGUST 26, 2024

Our field organization includes customer-facing teams (account managers, solutions architects, specialists) and internal support functions (sales operations). Personalized content will be generated at every step, and collaboration within account teams will be seamless with a complete, up-to-date view of the customer.

Sales 123

Sales Accountability Feedback Metrics 123

Aria Solutions

JUNE 8, 2020

Designing a process from scratch is already a task and a half for your Salesforce org, but re-engineering a process is even a bigger undertaking when the process has been in use for some time. Account for the existing security and access, and the possible need to change them. Demo early, demo often. Traceability is exactly this.

Engineering 62

Engineering APIs Consulting Consulting 62

CSM Magazine

NOVEMBER 14, 2023

Since implementing the cloud-based 6-in-1 solution, EB Gas has seen a 20 percent increase in the number of routine service jobs it can allocate and engineers are 30 percent more efficient capturing onsite information using mobile devices which are live-linked to the back-office system.

Engineering 52

Engineering CRM Finance Accountability 52

Cincom

FEBRUARY 21, 2025

CPQ training equips sales professionals with the skills to leverage advanced features such as guided selling, automated approvals, and seamless CRM/ERP integration. This means longer turnaround times as they repeatedly check with engineering, finance, or management for approvals. What is CPQ Software?

Sales 40

Sales Gamification Finance Best practices 40

AWS Machine Learning

FEBRUARY 1, 2024

There are unique considerations when engineering generative AI workloads through a resilience lens. If you’re performing prompt engineering, you should persist your prompts to a reliable data store. In the low-latency case, you need to account for the time it takes to generate the embedding vectors.

Best practices 134

Best practices Engineering SaaS Accountability 134

AWS Machine Learning

JULY 29, 2024

In this post, we show how native integrations between Salesforce and Amazon Web Services (AWS) enable you to Bring Your Own Large Language Models (BYO LLMs) from your AWS account to power generative artificial intelligence (AI) applications in Salesforce. For this post, we use the Anthropic Claude 3 Sonnet model.

APIs 119

APIs Accountability CRM Engineering 119

SmartAction

APRIL 1, 2021

Natural Language Understanding engines (NLUs) have advanced to match intents to expected answers for the best imaginable experience. Authentication — Verifying a customer is made easy with data from a CRM, ERP, or another system of record. you streamline the process and cut down on call handle time.

Virtual Agent 109

Virtual Agent CRM Wait times Self service 109

ChurnZero

MARCH 28, 2025

The most important mindset shift I made as a CRO is recognizing that CS isnt a revenue centerits a value engine. The account managers were doing heroic work, that one rep had developed her own system to track health with five different tools. Youd never ask Sales to give up their CRM. Revenue is the outcome, not the input.

CRM 52

CRM Sales Metrics Upselling 52

AWS Machine Learning

NOVEMBER 6, 2023

Although protecting customer privacy and safety is important in general to contact centers, it’s even more important to mask sensitive information such as bank account information and Social Security numbers before generating automated call summaries, so they don’t get injected into the summaries.

Contact Center 128

Contact Center CRM Analytics Average Handle Time 128

TechSee

OCTOBER 9, 2018

According to Accenture , Millennials have overtaken Baby Boomers as the largest consumer demographic, expected to account for 30% of retail sales — that’s $1.4 Cloud-based, omni-channel CRM solutions. Numbering about two billion, they carry strong influence, both in sociocultural and economic ways. Self-service platforms.

Customer Service 359

Customer Service Self service Virtual Agent Chatbots 359

CSM Magazine

MAY 10, 2021

Maintaining the quality of customer and prospect data inside a CRM platform can be a huge and time-consuming challenge for businesses. For call centre operatives, tech support engineers, marketers or sales representatives inaccurate and duplicated data create frustration, cost and inefficiencies.

CRM 52

CRM Engineering Sales Accountability 52

Interactions

DECEMBER 9, 2022

The sensitive information is then populated into a CRM, payment processing engine, or similar system. In addition to security, agents no longer need to listen to and transcribe customer, card holder data or bank account information. The agent only hears beeps instead of the sensitive information.

Average Handle Time 118

Average Handle Time Banking CRM Engineering 118

Spearline

JANUARY 6, 2022

In fact, estimates indicate that 57% have already migrated their CRM systems to the cloud, or are in process of doing so today. A recent AVANT “6-12” report focusing on CCaaS notes that the CCaaS market currently accounts for more than $3 billion in global sales. Projections suggest that sales reach $10.5 billion by 2027.

Call flow 122

Call flow Contact Center Benchmark contact center solutions 122

Mindtouch

OCTOBER 19, 2017

Principal Information Engineer, Information Services, CA Technologies — @adrianehunt — [link]. Bill Powell , Senior Salesforce Solutions Engineer, CSS Technical Services — @billpowell__c — [link]. Christian Carter , Performance Engineer, Salesforce — @cdcarter — [link]. Adriane Hunt, Sr. Davina Hanchuck , Sr. Mike Merrill , Sr.

Consulting 91

Consulting Consulting Engineering CRM 91

Cincom

FEBRUARY 14, 2025

It demands a well-defined framework that integrates automation, pricing governance, and seamless CRM and ERP connectivityall of which are essential for driving predictable revenue and operational efficiency. Ensure pricing logic accounts for regional tax structures, regulatory compliance, and multi-currency support for global operations.

Best practices 40

Best practices Sales CRM Finance 40

Comm100

NOVEMBER 25, 2020

There is a lot of curiosity surrounding the latest technological advancements, and Artificial Intelligence (AI) and Customer Relationship Management (CRM) are no different. Whether it’s product queries, account issues, appointment rescheduling, or general doubts, they want timely and correct solutions – always.

CRM 52

CRM Customer Service Banking Chatbots 52

JustCall

AUGUST 5, 2020

Sales Management Software and CRMs . This is where CRM, and sales management software turns out to be helpful. Salespeople would end up spending more time on tedious, manual tasks if not for sales management software and CRMs. Pipedrive is another CRM tool you can consider using. The role of sales reps is a dynamic one.

Sales 98

Sales CRM Accountability Analytics 98

JustCall

MAY 26, 2022

Over 400 companies use JustCall for their 5000+ agents to make, receive, record and track phone calls, texts and Fax – directly from their CRM or Helpdesk platform. JustCall is an integration partner with 20+ popular CRMs/Helpdesk platforms like Salesforce, Zendesk, HubSpot, Zoho, Freshdesk, Infusionsoft etc.

Sales 98

Sales SaaS Accountability CRM 98

Comm100

NOVEMBER 23, 2021

87% of senior business leaders see customer experience as their top growth engine, and yet only one in three feel prepared to address this. Integration with your CRM. Following up on personalized support, Comm100’s ability to integrate with your CRM enables powerful insights and strengthens your entire support ecosystem.

Customer Experience 98

Customer Experience CRM Chatbots Sales 98

NobelBiz

APRIL 23, 2024

Account Setup and Verification : Upon receiving a debt, the agency sets up an account for the debtor and verifies all the details. Call centers are equipped with tools that allow agents to quickly access a debtor’s full account information, ensuring that every interaction is informed and constructive.

Customer centricity 94

Customer centricity Contact Center Technology Telemarketing 94

Cincom

NOVEMBER 23, 2020

Customer data is digitized and maintained within the CRM system. Customer types such as national accounts, GSA or major accounts may be identified as well. For engineers, this might mean analyzing the performance data of products installed in the field via IoT sensors. Customer Data: Market and Domain Research.

Enterprise 98

Enterprise Education Sales Accountability 98

ChurnZero

MARCH 26, 2021

Unique Account Identifiers. Customer Success software aggregates data from multiple systems (like your CRM, product, billing, and ticketing systems) to provide a holistic view of your customers. Does your current CRM integrate with the tool you’re looking to purchase? Account Fields. Native Integrations.

CRM 86

CRM Accountability SaaS Engineering 86

Cincom

MARCH 20, 2025

With no automated tool at his disposal, John had to manually configure the product, referring to spreadsheets for pricing, and email engineering for compatibility checks. Identify critical business challenges and ensure that the CPQ solution aligns with your eCommerce platform , ERP, and CRM.

B2B 40

B2B Sales CRM Finance 40

ProProfs Blog

JUNE 27, 2019

It’s true that managing a website is not just about updating content every single day; rather it is all about improving its performance by optimizing quite a few variables like conversion rate, visitor count, search engine ranking, bounce rate etc. Have you noticed the bounce rate section in your Google Analytics account?

CRM 153

CRM Sales Accountability Analytics 153

AWS Machine Learning

MARCH 14, 2024

We provide an overview of key generative AI approaches, including prompt engineering, Retrieval Augmented Generation (RAG), and model customization. Building large language models (LLMs) from scratch or customizing pre-trained models requires substantial compute resources, expert data scientists, and months of engineering work.

Best practices 129

Best practices Engineering Chatbots Enterprise 129

TeamSupport

SEPTEMBER 29, 2020

In November of this year, CIO Review will feature TeamSupport as a Top 20 CRM Solution. CIO Review: In your interactions with customers, what sense do you get of the challenges they face now in the CRM space and how is TeamSupport? effectively addressing these issues? Learn more about Eric.

B2B 89

B2B CRM Morale Enterprise 89

SmartAction

NOVEMBER 15, 2023

Personalization and Recommendation Engines Personalization is a key trend in customer self-service. Recommendation engines analyze customer behavior and preferences to suggest relevant articles, products, or solutions. Businesses are tailoring self-service content and recommendations to individual customer preferences.

Self service 100

Self service Virtual Agent Chatbots Analytics 100

CSM Magazine

JANUARY 27, 2025

Nobody expects things to run perfectly all the time, but they do expect accountability. CRM Systems for Managing Relationships Great relationships dont just happentheyre built over time with consistent effort and the right tools. What can a CRM system actually do for your customer service?

Customer Service 52

Customer Service Multi-channel support Chatbots CRM 52

ChurnZero

AUGUST 27, 2021

Customer Success (CS) is a core business function, and for some B2B companies, CS is a growth engine. The average CSM has between 16 and 200 active accounts at a time. Multiply that by 30 active accounts, and you’ve lost 60 hours to manual data digging. This is a guest blog post by Shoshana Luria from PandaDoc.

Metrics 98

Metrics Upselling B2B Accountability 98

AWS Machine Learning

OCTOBER 15, 2024

These techniques include chain-of-thought prompting , zero-shot prompting , multishot prompting , few-shot prompting , and model-specific prompt engineering guidelines (see Anthropic Claude on Amazon Bedrock prompt engineering guidelines). A blue banner appears to inform you that the agent is being deleted.

APIs 92

APIs Engineering Accountability Best practices 92

bold360 Blog

OCTOBER 2, 2020

The data relevant for routing purposes can be gained from: (1) initial discovery questions that ask customers what they want to do; (2) customer profile data pulled from your customer relationship management (CRM) system; and (3) customer journey data about what clicks the customer has made leading up to when/where they reached out for help.

Chatbots 98

Chatbots Average Handle Time Abandon Call CRM 98