Studies indicate that self-service can reduce your support costs by up to 70% and yet provide value to both your business and your customers. A 24×7 online self-service solution will lower your support calls, emails, and routine repetitive questions. This frees...
Effective customer service keeps customers happy and improves your ability to keep them as a customer. In today’s fast moving business environment it is important to provide customers with timely support when problems occur. You may be solving customer problems with...
Small to medium sized (SMB) companies have many choices of CRM software options, yet choosing a solution that actually meets their needs is a tremendous challenge. SMB have needs that are as great as any large company but often do not possess the financial resources....
In this series, we are exploring the key factors behind user adoption. In part one, we had talked about how to plan for adoption before implementing CRM. In part two, we will discuss four critical post-implementation items. Part II – After you rollout CRM:...
Poor user adoption is not a new phenomenon for CRM. Though adoption rates have improved over the years with the emergence of SaaS and increasing emphasis on user experience by CRM vendors, according to a 2011 report by CSO Insights, only 38 percent of the Small and...
In this digital age, your customers are accustomed to increasingly diverse options to interact with you and provide feedback. According to Forrester’s 2012 Customer Experience Index, over two thirds of the brands surveyed scored between “ok” and “very poor” in...
