Looking for information on a specific topic? CRMAA’s Knowledge and Resource Center makes it easy for you to find the information needed to help you with your professional growth. Our daily live feed of posts keeps you in touch with the pulse of CRM from a variety of voices and viewpoints.
Focus on getting new customer to pump up market share and increase sale is the prime forte for sales and marketing team of an organisation. Researchers have shown that organisations, in the name of customer retention, (more…)
Remember the shopping experience that didn’t match your expectation last time. While trying to locate the reasons for this poor experience, you will find that may be the gift card or free shopping card presented to you over phone didn’t work though it was loaded to the phone. (more…)
The company’s values for delivering outstanding customer service has made them multi billion company as in case of Zappos which guarantee to bring exceptional customer service. Business should be made and focused around delivering excellent customer service. (more…)
It was a straightforward solution for a simpler world: single channel, voice-centric and firmly focused on transactions. You set up a call center, staffed it with customer service agents and opened for business. You set yourself KPIs and put metrics in place, then you monitored and measured regularly
Knowledge Management has been linked to customer service for a very long time.
The creation, storing, indexing, and searching for the right information to help customers is what drove the last series of improvements to Customer Service in the name of web self-service in the early 2000s (and following into electronic channels as eService at the same time).
Learn in 45 seconds how to make CX your competitive differentiator if you operate within the travel and hospitality industry.
To accompany our brand new report: How travel and hospitality companies can thrive through customer experience (CX), we have created a 45-second long snapshot highlighting the role of CX and how you can make it a differentiator within this sector to compete in today’s market.
What are the biggest customer experience trends and challenges for 2017? And what are market leaders doing to prepare? We researched the industry for our annual Global State of Customer Experience report – and this video provides a two-minute snapshot preview of the results ahead of the report publication in July 2017.
In 2016’s edition of this report about digital customer experience (CX) trends, Forrester identified the rise of conversational interfaces and concierge services. In this year’s report, we examine how those trends are playing out and highlight two new ones gaining momentum as we enter 2017: 1) artificial intelligence (AI), voice, and biometric capabilities further transforming user interfaces and 2) companies becoming more disciplined in their innovation efforts
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