Blog By Author: Steve Kraus

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 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

Social, Mobile and Cloud are Not Enough

Aug 23 2012 | Author: Steve Kraus
I just got back from CRM Evolution 2012 and wanted to share one of my biggest observations: people are getting tired of hearing about social, mobile and cloud.  They are ready for the next big innovation that is going to drive their business to faste...
Posted In: CRM | Tags: CRM, CRM Evolution

Stop Circling: How Moving from 360 Degrees to High Definition Social Listening is the Customer Service Future

Aug 01 2012 | Author: Steve Kraus
As seen on Business 2 Community:The Web 2.0 world has prompted a relentless move from command and control organizational structures to more fluid, collaborative and connected organizations that can better serve today’s customer demands. The migrati...
Posted In: CRM, Customer Service

Are Companies Really Trying to Deliver a Better Customer Experience…or Do They Just Want to Save Money?

Dec 07 2011 | Author: Steve Kraus
I read an article recently that said one way to sharpen your child’s mind is to engage in family debates. In the Kraus family, we have taken this to a new level – we are debating at the dinner table.  The other night my wife kicked off with, “S...
Posted In: CRM, Customer Service | Tags: customer experience, CRM, customer satisfaction, customer relationship management, Customer Centricity

Maximize Customer Lifetime Value by Managing the Customer Lifecycle

Aug 02 2011 | Author: Steve Kraus
The ability to seamlessly manage customers across the entire lifecycle and thereby maximize customer value remains an elusive goal for most organizations.  There are many reasons for this: companies have established artificial customer service bounda...
Posted In: CRM | Tags: Customer Centricity
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