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What To Monitor In A Tweet?
One out of every three Twitter users talk about brands in their tweets and that’s a fact. This is a good way to keep an eye on your brand. A tweet may look very small and even insignificant, but...
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Social CRM For Service Teams
One common source where people are sharing content online more than ever is certainly the social networking environment. This is the largest source of direct, honest and outspoken opinions and...
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CEM : Customer Experience Management
Yesterday I had a casual lunch conversation with one of my colleagues and the topic of “Online Purchases” came up. He quoted a particular website and said “Their website is good, but the way they run...
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Guest Post : AmEXperience
There are three organizations I can happily write books on: American Express, Nordstrom and Apple. Amex first. I started using American Express (Amex) credit card in 2002 and since then, their services...
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CRM : Look beyond numbers
Few days back, I got a marketing call from my mobile service provider, they suggested a new bill plan for me. It was very attractive, lot of benefits when compared to my current plan, and the price was...
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Guest Post : Managing Product Defects, via Exceptional Support
My sister wanted to buy a new refrigerator. I accompanied her to a local store as she wanted to get the feel for the design and physical dimensions before searching for the cheaper prices online. We...
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Customer Experience Management Concept : FCR
FCR = First Call Resolution According to Wikipedia, FCR Means: Percentage of incoming calls that can be resolved without the use of a callback or without having the caller call back the helpdesk to...
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Oracle RightNow : An Introduction
Today, our CRM Consultant Mr. Suresh conducted an introductory session on Oracle’s popular CX Product “RightNow”. Sharing our notes from this event, in Mind Map format. Click Here to view the Mind Map...
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Guest Post : Have I Got Your Attention Now?
Admit it. As consumers, we’ve all felt frustration . . . the confusing IVR, the long hold, the uncaring support agent, the seemingly Draconian rules that cost time and money. It’s amazing more...
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New Age Customer Self Service Portals for CRM
Traditionally, CRM self service portals used to be the web support channel for customers. Some companies extended this concept and used such portals for employee management, dealer management etc....
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Delivering on Customer Experience and Digital Engagement in Insurance Industry
Insurance is one of the industries with low number of customer touch points. But the business process and the possibilities are so complex, each touch point is a potential nightmare, or a potential...
View ArticleLegacy Vs Modern Service Desks
Customers have changed, products have changed, the way they interact with the products have changed, then why should the service desk be the same? It is time Legacy service desks move and give way to...
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Benefits of DevOps in Salesforce Development
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Member Management for Healthcare Payers
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The Future of Care Coordination & Healthcare Payers
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Why adopting the Salesforce DevOps process has become a necessity? How does...
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Deliver customer magic using Salesforce Data Cloud
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Significance of ‘Time-to-Value’ for Customer360 in Salesforce
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Salesforce Einstein GPT The Future of Sales
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Dreamforce 2023 Day 1 Update – AI is the Future
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