Social CRM For Service Teams

One common source where people are sharing content online more than ever is certainly the social networking environment. This is the largest source of direct, honest and outspoken opinions and community assistance. While this real time social media thing is global, uncontrollable and dynamic that lets your prospects and customers talk about you online, it … Continue reading Social CRM For Service Teams

What To Monitor In A Tweet?

One out of every three Twitter users talk about brands in their tweets and that’s a fact. This is a good way to keep an eye on your brand. A tweet may look very small and even insignificant, but actually there are so many things that you can monitor in a single tweet. There is … Continue reading What To Monitor In A Tweet?

Measuring Customer Satisfaction

When it comes to building business, adding new customers to the pipeline is not the only crucial aspect that should be taken into account, retaining existing customers is equally important. Customer satisfaction actually works like an interpreter for envisaging customer retention, loyalty and product repurchase. So, in an organization, a CRM system is the best … Continue reading Measuring Customer Satisfaction

Excelling in Service Quality

It is a dream of every services organization right from coffee shop to hi-tech professional services organization to excel in service quality. It is easier said than done. Measuring service quality is lot more difficult than measuring product performance due to many factors. Some of the key factors that differentiate service quality among service providers … Continue reading Excelling in Service Quality

New Customer For CRM++ Email Workbench

Great News! We just got the confirmation that CRMIT has won the opportunity to manage Email Service channels for a large global company, specializing in Visual Technologies. We will be deploying our CRM++ Email Workbench solution to this customer, and customizing it to their needs. CRM++ Email Workbench ("EWB" in short) is one of the … Continue reading New Customer For CRM++ Email Workbench

Support Without Scripts

Currently reading a book called "Delivering Happiness". This is written by Tony Hsieh and it tells the story of Zappos.com, famous online shoe store which was acquired by Amazon sometime back. Even though this book is supposed to be a business history, it gives so many examples of how an exceptional customer service should be. … Continue reading Support Without Scripts

Listening To Customers : Very Valuable!

Here is a wonderful CRM story I read today, about listening to your customers! J Sainsbury Plc, a London based prominent retailer has recently decided to chang the name of their "Tiger" bread to "Giraffe" bread. Reason? Feedback from a customer! So, what's new? Everyone listens to customer feedback, once in a while they change … Continue reading Listening To Customers : Very Valuable!

Visual Navigation Of Customer Support Calls

Today I noticed an interesting question in Quora (http://www.quora.com/How-long-will-it-be-until-I-can-navigate-automated-customer-service-calls-visually) about Visual Navigation of Customer Support Calls How long will it be until I can navigate automated customer service calls visually? My phone has a screen on it. I don't want to listen carefully to your menu options, even if they have recently changed. Very interesting … Continue reading Visual Navigation Of Customer Support Calls

Should You Wait For Customers To Complain?

Yesterday was the last date to pay our daughters’ school term fees. Usually I take care of these things well in advance, but somehow, I missed it this time and remembered it on the very last day. This school accepts only Cash payments, no online transfer possible, someone has to go there physically and make … Continue reading Should You Wait For Customers To Complain?

Handling “Contact Us”

Today I found an interesting question in quora.com: How do large and small networks handle the influx of "Contact Us" messages? Are there volunteers that screen and answer complaints and questions? Or is there an online "call" center that handles such traffic? Is this outsourced? And what's the best strategy for a small network to … Continue reading Handling “Contact Us”