Blogs By Category: CRM

Establishing Order Amid Chaos - Contact Centers Can Do Better, but Change Needs to Happen Before Customers Defect in Droves

Jun 06 2013 | Author: Terri Pennypacker
Hugging and kissing my children goodbye for business travel is relatively common occurrence in our household.  Planning and execution of such departures takes some serious organization and planning.  Allow me to elaborate.  Before I commit...
Posted In: Customer Service | Tags: CRM, CPM, customer service, call center, Contact Center, customer experience

Stop Marketing to Mr. and Mrs. Average!

Mayo 20 2013 | Author: Russell Palmer
I recently returned from a family vacation to Florida. I live in Europe so I'm always interested to note the differences between the sights and sounds of home and those in the US. However, there were some things that were very similar, such as the way the...
Posted In: Decision Management, Marketing Automation | Tags: 4G, LTE, CSP, customer service, CRM, CPM

Instant Gratification

Mayo 13 2013 | Author: Terri Pennypacker
I admit it.  I am a sucker for the impulse ‘purchase’ displays that have multiplied lately in strategically placed areas at all my usual haunts…grocery checkouts are the worst.  Do I really ‘need’ the milk chocolate salted caramel pr...
Posted In: CRM | Tags: CRM, CPM, customer service, customer experience, cross-sell, upsell

Getting Back to the Dog-Gone Basics of Customer Service

Apr 22 2013 | Author: Eric Deitert
Trust is a funny thing.  Everyone wants to appear trustworthy; many strive for years to earn trust, and with one slip-up all your effort can go down the drain in a blink of an eye.  I always say I have never met any “person” more trustworthy...
Posted In: Customer Service | Tags: insurer, customer service, CRM, multi-channel

Customer Service: There's Got to be a Better Way

Mar 20 2013 | Author: Steve Kraus
Today's CRM technologies are an epic fail when it comes to consistent customer service. Discover a better way. Find out how to make endless transfers a thing of the past for your organization. Download this eBook by Steve Kraus of Pegasystems to lea...
Posted In: CRM, Customer Service | Tags: customer service, CRM, customer relationship management, call center

What About Bob?

Mar 13 2013 | Author: Krassi Genov
No, not that Bob…But this is a story far too common that it may need a therapy session of its own. In our story, Bob is a sales manager within a large organization. He has already gone through sales training and is now trying to get a better handle on t...
Posted In: Sales Force Automation | Tags: SFA, nba, customer satisfaction, CRM, CPM

How Much Are We Really Worth? Not much, based on my recent experience with a credit card provider.

Feb 25 2013 | Author: Krassi Genov
The other day I was checking my credit card statement and noticed that a $95 membership fee was charged to my account. For quite some time now I have been thinking of calling my bank to have it removed, but never really found the time to do so until rec...
Posted In: Cloud, Customer Service, Marketing Automation | Tags: credit card, customer service, LTV, customer satisfaction, CRM, CPM

Top 10 Enterprise Trends You Can't Afford to Ignore

Jan 07 2013 | Author: Setrag Khoshafian
As we look forward to 2013, Pegasystems Chief Evangelist and VP of BPM Technology Setrag Khoshafian sits down to analyze the industry trends that will become increasingly prevalent over the course of the next 12 months.  He highlights 10 business tre...
Posted In: BPM, Decision Management, Case Management, Cloud | Tags: trends, predictions, BPM, Khoshafian, CRM, Cloud, dynamic case management

What Customers Want: Just a Little Respect

Jan 02 2013 | Author: Steve Kraus
I was tempted to attach an audio file of me singing Aretha Franklin’s well-known 1960’s song Respect.  Though I might lip sync, “R-E-S-P-E-C-T, Find out What it Means to Me,” sometimes in the car, I would not subject anyone to that torture.&n...
Posted In: CRM, Customer Service | Tags: customer service, customer experience, satisfaction, CRM

Wrapping Siebel for a more Productive Service Experience

Sep 04 2012 | Author: Steve Kraus
As any call center director knows, traditional CRM applications like Siebel that were costly to implement are also costly to rip out and replace. In today’s fast-paced world of high demands, it just does not make sense to start over from scratch for som...
Posted In: CRM | Tags: CRM, CPM, Cognizant, Siebel, legacy

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