Customer Service is the provision of labour and other resources, for the purpose of increasing the value that buyers receive from their purchases and from the processes leading up to the purchase. With the rising dominance of the service sector in the global economy, customer service has grown in importance, as its impact on individuals, households, firms, and societies has become widespread.
The overwhelming success of Salesforce.com’s AppExchange Marketplace has also made it more difficult for partners trying to gain visibility in their respective categories. Now you can make your case directly to the readers of CRM magazine in this ever-popular Best Practices Guide. This Best Practices topic will focus on AppExchange Solutions for Sales & Marketing.
CRM magazine has always focused on customer service as one of the most important customer-facing areas of an organization. In this special Best Practices guide, we ask contributors to offer our readers guidance on how to best achieve a customer service strategy that both increases customer satisfaction and benefits the organization.
Delivering great customer experiences depends on consistency, accuracy, and convenience and this roundtable will focus on how to create and support a call center that balances inbound, outbound and intelligent call routing to make the most of the voice channel.
Managing the sum of all Customer Experiences is daunting, but that is the stated task at hand. In this Roundtable Webcast discussion, you will hear from four experts in the field who will help you map your customers' journeys and your organization's ability to deliver a superior customer experience.
This whitepaper presents new study findings on current consumer hot buttons, identifies what’s still broken when it comes to customer service, and highlights the industries and businesses that know how to get it right.
Every day, people are showing up to work for your channel partners. Some of those people are disengaged, which can have a significant impact on your ultimate success as a manufacturer or franchisor. Engaged channel employees deliver better customer experiences, stay longer with their employer and are more willing to talk their employer up as a great place to work. You’ve worked hard to develop outstanding products and services that are being distributed through your channel. Don’t let disengaged employees put your brand at risk. Download our article to learn how to drive and sustain engagement among your channel employees.
As a manufacturer, your uncontrolled distribution channel has a lot of places to focus their attention. So how do you break through the clutter? Reward and recognition programs have long been used to engage channel partners and align their activities with manufacturers’ goals. Applying behavioral economics to your program design will drive extra focus and effort. Learn ten best practices to follow when designing your next channel reward and recognition program.
The current loyalty program environment is challenging but rife with opportunity. Many poorly designed programs are driving loyalty fatigue and mercenary loyalty. However, there are more loyalty memberships than ever before and those companies that are successful in driving engagement and true loyalty are experiencing significant returns. The programs that “get it right” and earn genuine loyalty don’t just repurpose an old tactical model or copy the competition – they are unique and create or reinforce differentiation in the marketplace. Learn how to design a loyalty program that focuses on the entire lifecycle of a customer.
Concerns about online reviews are invariably based on misconceptions that don't hold up when faced with reason. This whitepaper lists some of the most common myths holding businesses back from embracing the true power of online reviews.
This paper explores what authenticity really means to consumers, and how brands can deliver it, every time. Includes best practices for companies that collect and display reviews, handling employee reviews, and how dubious practices can harm your business.
Consumers discuss your brand on Facebook, Twitter, and Instagram. Learn how to harness this wealth of social media content, and display it right where it can go to work delivering engagement, trust, and conversion: your website.
In this new whitepaper, we’ll show you how banks that embrace this social opportunity are deepening relationships with customers and driving business. We’ll share tips and success stories of retail banks.
Consumer reviews can have an impact on sales, but did you know that negative reviews can actually improve purchase intent? The linchpin: How brands respond. Read new research about the power of responding to consumers.
This paper outlines why legacy service desks and even newer platforms have not delivered on expectations, it describes the requirements for a service desk solution to be truly effective in today’s business environment and it details how CA Cloud Service Management delivers on these key requirements.
Web presence is now a required option for customers accessing a business’s products and services. But more than just an option, web pages have become the face of most companies to the public. Learn
how can you take control of the Internet effect on your company’s web presence through Internet monitoring, analysis and planning.
Vindicia has witnessed numerous best practices working with innovative digital businesses and noticed that companies that communicate the most effectively tend to follow three key practices consistently. This ebook give you three essential communication practices.
Vindicia sheds light on the factors that affect the selection of business models, including pricing, packaging, and promotions and shares insights about how the way you bill customers can affect revenue today.