Beyond Philosophy

JANUARY 22, 2022

I started Beyond Philosophy 20 years ago when Customer Experience was the next big thing; the new concept that was going to change everything in business. The last big thing, Customer Relationship Management (CRM), was old news. Now, in 2022, I see the next big thing: Customer Science.

CRM 78

CRM Customer Satisfaction Consulting Customer Relationship Management 78

Beyond Philosophy

DECEMBER 30, 2021

Customer satisfaction is at the worst point it has been for 15 years. People want positive experiences, so it’s up to businesses that want them as customers to provide them. Back when I started Beyond Philosophy, Customer Experience was not a thing yet. Customers are not satisfied with business as usual today. .

Customer Satisfaction 78

Customer Satisfaction Return on Investment Consulting Customer Relationship Management 78

Beyond Philosophy

JANUARY 27, 2022

I have seen it before with other influential business concepts, like Total Quality Management, Business Re-engineering, and Customer Relationship Management (CRM). From this opportunity, Total Quality Management became the focus of organizations worldwide. . We had a problem 20 years ago, too. It was about CRM. .

CRM 78

CRM Net Promoter Score Customer Satisfaction Consulting 78

GlowTouch

AUGUST 20, 2021

An independent assessment of overall provider capabilities focused on its Top Customer References and top area of provided service in Customer Relationship Management. ” About GlowTouch GlowTouch is a privately held and WBENC-certified, woman-owned enterprise, founded in 2002.

First Call Resolution 52

First Call Resolution Contact Center Social Media Knowledge Base 52

Beyond Philosophy

MARCH 16, 2015

My concern is the focus on improving the Customer Experience is in danger of heading the same way as Customer Relationship Management (CRM), into failure if it’s not careful. I am pleased to have helped, in some way, to shape a new industry with our books, research and client work since 2002.

CEM 60

CEM CRM Conference Employee Engagement 60

GlowTouch

JANUARY 15, 2021

Here are the 5 tools your customer service team needs to get the job done right and maximize productivity. 1) Customer Relationship Management System (CRM). A CRM is a system to manage interactions with customers. Manage ads. Interact with customers using live chat or chatbot features.

Tools 52

Tools Self Service CRM Infographics 52