2013 Predictions for Customer Service – Customers Will Expect Service Right Now

There I said it!  2013 will be the year of instant gratification    Challenges in CRM never become easier to meet. In this digital age, customers have made it absolutely clear that they want fast customer service response, they want it customized for their individual needs, and they’re not going to settle for anything less. Companies

Simplicity And Consistency For Great Customer Experience

By Melissa Kovacevic, Principal Consultant Customer Experience & Contact Center Consulting   I recently facilitated an Employee Feedback meeting for a client.  Our discussion focused on employee observations related to Customer Experience.  The feedback group included contact center agents, retail store employees and technicians.  When I asked them if customers were receiving the best quality

You Might Expect Better – Guest Post by Fred Zimny

Let us define the starting era of CRM as of the mid nineties, after sales force automation and database marketing became mainstream. Nowadays CRM is big business. Gartner projected circa 13 billion dollar sales for CRM in 2012. In 2017, the market will be about 22 billion dollar, according to the research firm Trefis. Customer Relationship Management should be about managing the