Bill Quiseng

MAY 8, 2017

The year was 1987, a time when technology was advancing at a tremendous pace. New technologies are shaping the world around us, and small businesses have a tremendous opportunity to capitalize on these advancements. As the technological complexity of customer relationships evolve, so must our approaches to them. Enter 2017.

CRM 98

CRM Customer Relationship Management Customer relationships Social Media 98

CSM Magazine

DECEMBER 5, 2017

Here are some of the top customer service predictions for 2018, brought to you by Fara Haron is CEO of CRM Solutions, Arvato. Technology related to voice recognition will be most impactful in 2018. In relation to customer service, technologies like AR and VR will not be as impactful in 2018. Voice Recognition. Gamification.

Self Service 80

Self Service Customer Service Gamification CRM 80

Esteban Kolsky

JUNE 11, 2018

I get a ton of information that I process into insights — like, the five priorities below (collected from talking to executives in both technology and business over the last couple of months); these are guiding strategic planning for organizations : Sustainability is Job One. I collect those notes and share them. Budgets Are Different.

Software 90

Software Resources Trends CRM 90

Customers Rock!

APRIL 14, 2010

Deborah shares with us about considerations when listening to customers, whether online or offline, and how technology plays a part. Similarly, a CMO Council study found that fifty-six percent of technology vendors perceive themselves as being extremely customer-centric, compared with only 12% of their customers.

Social Media 154

Social Media Case Study Financial Banking 154

Esteban Kolsky

JUNE 11, 2018

I get a ton of information that I process into insights — like, the five priorities below (collected from talking to executives in both technology and business over the last couple of months); these are guiding strategic planning for organizations : Sustainability is Job One. I collect those notes and share them. Budgets Are Different.

Software 60

Software Resources Trends CRM 60

Gainsight

OCTOBER 23, 2019

If I was to tell you in 2009 that in just a few years there would be a new category of software almost as prolific as CRMs, customer support, and project management software you wouldn’t have believed me. No one can argue with the role CS plays with renewal and upsell alongside the sales team —managed in your CRM, of course.

Software 60

Software Customer Success Tools Customer Centricity 60

Clarabridge

MARCH 2, 2017

In 2009 as social media took hold, a new category emerged: “A person like yourself”. When customers share an NPS rating or a customer satisfaction score, it’s not so you can rank, benchmark or trend. Ranking, trending, justifying? Powers North American guest satisfaction study extended stay segment. That’s your business.

Measurement 49

Measurement Effort Score Net Promoter Score Social Media 49