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Contributed Articles

5 Reasons to Use Social CRM for Support and Services

Some CRM systems might make you think the software is just cases, escalations and SLA management, but serious CRM is changing the world of service and support by leveraging social networking functionality.
[Full Article]   Jul-29-2012

 

Turn a C-level Customer into Your Most Valuable Reference

Turn a C-level Customer into Your Most Valuable Reference
In any industry, selling to a C-level executive buyer is often a cause for celebration. Senior executive customers tend to have larger budgets, are less price sensitive and more focused on value. But closing the sale is no time to relax. That's when the real work -- the real opportunity -- begins. C-level buyers are often highly ambitious, eager to learn, enjoy the spotlight, and have wide-ranging peer networks, all of which can open far more business for you. A C-level buyer can be highly lucrative -- but a C-level advocate can be many times more so. So, how do you tap the advocacy potential of an ambitious, well-connected CXO? With an equally powerful advocacy value proposition. Here are some guideposts.
[Full Article]   Jul-29-2012

 

The Evolution of First-Contact Resolution

More customers are moving toward self-service as their first point of contact, causing companies to reassess how they measure FCR with respect to the overall customer experience.
[Full Article]   Jul-29-2012

 

The Customer as a God

Businesses today tend to herd customers as if they were cattle, but a revolution in personal empowerment is under way -- and buying will never be the same again.
[Full Article]   Jul-29-2012

 

Remembering Stephen Covey: Here Are His Famous '7 Habits Of Highly Effective People'

In honor of renowned author Stephen Covey, who died this morning at age 79, we've decided to succinctly break down the "7 Habits of Highly Effective People" from his all-time best-selling book, which sold 20 million copies. Here's the short version, but we recommend you buy his book.
[Full Article]   Jul-22-2012

 

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