Research shows that in times of general crisis, contact-center call volumes can increase by 20 to 50 percent, with no clear business reason. What’s more, the average call length can spike from 2…
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For many companies there’s nothing more challenging — or costly — than dealing with an irate customer. It’s no wonder then that the North American contact-center outsourcing mark…
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There are many ways CRM can screw up sales, and they all boil down to one mistake: Deliberately or accidentally, they ignore the “C” in CRM. Ideally, CRM should make life …
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By Chris Bucholtz Today on the Think Customers: 1 to 1 Blog, Mila D’Antonio has a nice post about how call centers are still struggling to accomplish their missions in spite of other factors in organizations that conspire to cause them to fail: execs who don’t talk to each other, a lack of integration with […]
By Chris BucholtzIf you have the slightest inkling of interest in the concept of developing the customer experience, you owe it to yourself to check out Denis Pombriant’s exceptionally good conversation with B. Joseph (Joe) Pine II. Pine has a big bookshelf of CRM-related titles with his name on them, including Mass Customization: The New […]
By Chris Bucholtz A couple of days ago, I mentioned that exceptions to normal business processes and how they are handled that make the difference in how a seller is perceived. The more I think about that the more true I realize it is. Let me give you a concrete example – or, to be […]
Before you go shopping for a CRM package, consider this simple statistic. “Every dollar spent in preplanning saves seven dollars in deployment,” said Neil Mezabish, director of business deve…
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For smaller businesses, the question is no longer if but when. If SMBs (small- to medium-sized businesses) intend to compete globally, they can no longer wait to upgrade their ERP (Enterprise Resource…
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In the last couple of years, Facebook has gone from a college photo-sharing site to a burgeoning business- networking platform for self-promotion, advertising and multimedia interaction. With new ap…
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Why wait for an irate customer to lodge a formal complaint to find out how your company’s products and services are stacking up with the general public? That’s the thinking prompting an incr…
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