Category: Customer relationship management

February 26, 2021

If you’ve talked to anybody in marketing recently, you’ll know how central customer experience is. Innovative companies have sophisticated Customer Experience Management (CEM) systems to track just about every customer interaction, allowing them to measure fast-changing attitudes and opinions on […]

February 9, 2021

Increasingly, we are learning the key to our success, as sales people, is to be helpful. Too often, however, what we intend as “help,” actually isn’t helpful. Recently, I was sitting in on a call (it’s easy to do that […]

February 8, 2021

First off let me applaud this question being found in resume prescreening questions for a “marketing director,” because nothing shows proves “Necessity is the mother of invention“ like the desire to find a career. These are great question(s) they have […]

January 28, 2021

I was recently asked what three traits I think are most important for someone in customer service to have. I’d like to broaden the topic to anyone dealing with someone else’s problem or question, be it a customer or another […]

January 22, 2021

The evolution of customer service has been relatively incremental over the years. Without question, there have been some ground-breaking innovations that have exponentially changed the way companies interact with customers – digital channels and self-service tools immediately come to mind. […]

January 19, 2021

In a year when many small businesses are struggling, making sales is the shortest path to getting back on track. While most would agree that you have to spend money to make money, many businesses don’t have the option to […]

January 19, 2021

One of the more well-known legacies about Steve Jobs is his assertion that, contrary to popular belief, the customer isn’t always right. Over the years, Jobs shared the sentiment in a variety of different ways, though the idea was similar–that […]

January 19, 2021

Social media consumes a lot of our waking hours, whether or not we intend it to (I mean, those memes aren’t going to chuckle at themselves). Especially in the COVID era, people seek connection and search for information on social […]

January 14, 2021

One thing that is not likely to change in the near future is inattention. Your customers are busy, tired and unable to focus. While you may want to provide great service, this may be a misnomer for how to provide […]

January 14, 2021

Data and network security, legal compliance, and employee productivity are three important facets of running a business. One way to achieve these goals is by implementing user activity monitoring (UAM) tools; however, you should be aware of a few caveats. […]