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Posts Tagged 'Customer Experience'

We are pleased to present below all posts tagged with 'Customer Experience'. If you still can't find what you are looking for, try using the search box.

3 Case Studies in Customer Service

Customer Service is often an afterthought. And that’s a pity. Because once you’ve attracted all of those new customers by implementing the superpowers of your Sales and Marketing engines, how can you possibly expect to retain them without providing superior Customer Service?


In this article we look at 3 examples of customer service - and how a slight advantage can be the difference between a customer for life, or a one-transaction relationship.

Case Studies in Dynamics 365 CRM Customer Service

From CRM to Customer-Centric – Step 1

“I’m not sure our CRM project has anything to do with customers at all. But, if it does, it is something we are doing to our customers, not for our customers.”

That’s what a new client told us in a workshop we delivered to their leadership team. It’s ironic that the most often overlooked stakeholder in CRM projects is the customer!

Read on for one simple starting point for putting the "Customer" back into CRM.

Customer Experience Engagement Obsession Centric First

From Managing Customers to Customer Engagement

Today’s customers want more control over their destinies.  And successful companies are giving it to them.  As a result, the old paradigm of CRM is rapidly giving way to customer engagement management (CEM).  In this article we look at practical steps for making the transition.

Customer Journey Maps: More Than Buying

When most organizations talk about "customer experience," they limit their thinking to the buying experience.  In this article, we take a look at the broader customer journey, and the steps for transitioning your thinking from "sales process" to "customer experience" before, during, and after the buying decision is made.

customer-experience-journey-map

Open Letter to a Customer Care Manager

As a Call Center Manager turned consultant, I'm frustrated to see Customer Care teams using outdated processes and technology. New solutions that have become available in the last 4-8 years can truly revolutionize how we care for customers.

So here I offer up an open letter to many of the Customer Care Managers that I have met over the years in hopes that it may inspire a few to consider the new options available to them.

Digital CRM Customer Care Letter

Today’s Customer Care: Omni-Channel Chaos

Customer Service teams are scrambling to work with IT to implement omni-channel communication strategies.  But the challenge is bigger than just technology - it requires a rethinking of the entire customer care role in delivering a state-of-the-art customer experience.

Omni-Channel Customer Care

 

Infographic: The Counter-Intuitive Truth About the Customer Experience

What would it look like to watch a sports game with no score?  No one would watch!  But that's exactly how most businesses are run today.  This series of infographics takes a look at how the best organizations share the score with their employees in order to create the best customer experience.

Infgraphic - big data and profitability

5 Rules for Business Relationships in the Digital Workplace


Digital Workplace Meets Physical WorldDigital tools are transforming our workplaces and marketing. Keeping up with the new rules of the digital world can feel overwhelming. But the underlying rules for relationship success are timeless and apply to the digital world too.

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CPR for CRM Study

The complementary paper includes over 12 years of research, recent survey results, and CRM turnaround success stories.

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SharePoint Readiness Assessment

This 60-second assessment is designed to evaluate your organization's collaboration readiness.

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CRM Self Assessment

Learn how you rank compared to organizations typically in years 1 to 5 of implementation - and which areas to focus on to improve.

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SharePoint Feedback Solution

This is a sandbox solution which can be activated per site collection to allow you to easily collect feedback from users into a custom Feedback list.

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SharePoint Upgrade Checklist

Whether you are upgrading to SharePoint Online, 2010, 2013 or the latest 2016, this checklist contains everything you need to know for a successful transition.