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How does the quality of customer service delivered by government compare to that of the private sector?
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crm systems

CRM’s Pressing Platform Problems

A new Forrester survey commissioned by Capgemini, Salesforce, and MuleSoft reveals companies face the same recurring customer experience (CX) struggles....
strategy

Zoho’s Surround Strategy

Surround strategy is the antithesis of rip and replace. Rather than replacement, a business can move parts of its workload...
CRM business success

Fixing Customer Service Will Require Better Tech

This is not good. A new report commissioned by Replicant tells a story of customers frustrated when service fails or...
call center agents

NICE Platform Answers Call for Hyper-Personal CX Tools

When a complex need arises, customers expect to be connected to a well-prepared agent who can quickly resolve the situation....
business strategy

CRM’s Levels of Abstraction

There are three levels of abstraction that we can study to derive benefit, and this is abundantly clear in CRM....

Dreamforce Observations

Dreamforce saw Salesforce continuing to build out a product offering that in some ways defies description. For the CRM rank...

Salesforce Is No Longer Just a CRM Company

Dreamforce happens this week, emanating from San Francisco and reaching out to the world via the global cloud computing network...

Where Does Oracle Go From Here?

If you follow a market long enough and if it's a successful marketplace, you notice that some of the companies...

Logical CX Now Vital to Retail Brand Building

A pair of recent studies highlight changing shopper attitudes as the pandemic continues its stranglehold on the supply chain for...

Call Center Culture Can Make or Break Your Customer Experience

Leaf Home built its call center operation to drive potential customers to a cheerful encounter with all the departments to...

CRM Buyer Channels