CMIQ
From Metrics, to Disney, to Dead Call Centers to Rude Customers - CCIQ's Top Articles of 2013
December 18 by Brian CantorWith the customer experience reigning as a top business priority and businesses continuing to transform their customer service operations into omni-channel customer engagement centers, 2013 was...
10 Things I Hate About Your Contact Center
September 24 by Brian CantorThe saddest part about business’ failure to become customer-centric in this "age of the customer" is that they could so easily fake it. Granted, given the irrefutable connection between cust...
Social CRM Command Centers: Onshore, Offshore, Cyberspace?
August 12 by CCW Digital EditorWhen your customers are in cyberspace, where should your social CRM customer relations team be based? Also, what type of staff should you seek to engage your customers through social CRM? At this st...
The Devil’s Advocate: Is Social CRM The Be All End All?
August 12 by CCW Digital EditorAre the ideas underpinning ‘social’ merely just an added word to the proven procedures and principles, which constitute how organizations use traditional CRM? There is a lot of hype surr...
Measuring Up: Turning Voice and Verbatim into Value
August 09 by CCW Digital EditorCustomer insight provides the most valuable way to gauge the effectiveness of your organization’s entire operation. But when we ask customers questions, their answers are most frequently influ...
Marketing Social CRM As A Service For Customers
August 09 by CCW Digital EditorMore than often, your customers will be surprised when you reach out or respond to their needs via social media. This element of surprise is more likely to turn into a satisfactory outcome, and as a...
Identifying ROI From Social CRM: More Than Just A Fiscal Assessment
August 04 by CCW Digital EditorBecause social CRM utilizes free communication channels to engage massive audiences, it’s easy to get carried away with all the hype and praise surrounding it. But if you stop to consider the...
Knowledge Management: How To Use Social CRM For Two-way Knowledge Sharing
August 04 by CCW Digital EditorThe fundamental principles of CRM often give priority to content management, before knowledge management (KM). While social media for CRM provides an excellent way to better understand customers - a...
Social Commerce: Leveraging Social CRM for Direct Revenue
August 02 by CCW Digital EditorYour customers have wholeheartedly embraced social media to communicate, so why wouldn’t they use it for commerce? Social CRM is often considered a ‘non transactional’ business too...
Achieving Executive Support
August 02 by CCW Digital EditorDo your executives tweet? Chances are if they do, your company is actively involved in developing a cutting edge social CRM strategy. Like any emerging technology based innovation, integration and a...
Managing Social Media As A Customer Service Channel
July 28 by CCW Digital EditorAre you considering adopting social media as a direct channel for customer service? If so, it’s important to remain aware that the way in which your customers communicate via social media, wil...
Social CRM: Policy, Privacy, Security and Protection
July 28 by CCW Digital EditorEstablishing internal policies for managing customers and clients through social CRM can be determined by a multitude of factors. Some of the most important legal variables include: individual priva...