Articles

Tag: customer service

  • How to Reward Your Community Members

    How to Reward Your Community Members

    Community management operates by a golden — if unwritten — rule: give to your members long before you plan to ask for anything in return.  At the end of the day, community building is about making your members feel like they’re better people for having been part of your community.

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  • You've Won Over the Customer, You Made the Sale - Now What?

    You've Won Over the Customer, You Made the Sale - Now What?

    Marketers spend the lion's share of their time thinking about how to win over prospective customers and acquire new business.  What they — and their companies — miss out on with that singular focus are the valuable opportunities that crop up post-acquisition, when they continue engaging customers after the sale.

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  • Align Your Customer Experience Priorities With Business Processes

    Align Your Customer Experience Priorities With Business Processes

    Customer service representatives (CSRs) are supposed to serve customers. And while that sounds straightforward, it's actually a job that’s much more difficult than the title might make it sound.

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  • 3 Ways to Elevate Your Brand's Customer Experience

    3 Ways to Elevate Your Brand's Customer Experience

    It is often said that technology makes life easier. But as more companies release technology products designed for efficiency and problem-solving, setting up and actually using these shiny new devices to their potential doesn’t always live up to the promise of a simpler, easier life. How do technology brands fix this issue ? Where

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  • Migrating from One Community Platform to Another? No Sweat

    Migrating from One Community Platform to Another? No Sweat

    Different reasons can spur the decision to move from one community platform to another, but one thing remains constant — this migration is unlike other migrations.

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  • Avoid the Headaches: Your Community Migration Playbook

    Avoid the Headaches: Your Community Migration Playbook

    In a few short years communities have transformed from a misunderstood and undervalued tool to a strategic part of a company. During those ensuing years, many organizations have successfully deployed communities to replace legacy portals, extranets and intranets to serve either — or both — internal and external audiences.

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  • Do You Abandon Your Customers Post-Sale?

    Do You Abandon Your Customers Post-Sale?

    Customer experience is the key differentiator in today's marketplace — and businesses know it.  Yet too often they focus more on the early points of the customer journey — from initial contact until sales closure — and then disappear shortly after the sale is finalized. Recent studies show increasing complexity in delivering positive customer experiences. The

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  • Combine AI and the Human Touch for Exceptional Customer Service

    Combine AI and the Human Touch for Exceptional Customer Service

    Companies face major challenges when trying to effectively scale customer service. Successfully responding to customer interactions across an expanding range of channels puts even the most customer-centric organizations to test.

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  • Salesforce Lights Up Service Cloud Functionality

    Salesforce Lights Up Service Cloud Functionality

    San Francisco-based Salesforce announced improvements to the building-block functionality of its Service Cloud with today's introduction of Service Cloud Lightning Snap-ins. These software developer kits (SDK) for mobile and web offer solutions for such features as Cases, Knowledge, Live Chat, SOS and Tap-to-Call.

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  • Create Memorable Customer Experiences with These Strategies

    Create Memorable Customer Experiences with These Strategies

    "The most disruptive thing in the market is not technology, but rather the customer," proclaimed Salesforce Global Customer Growth and Innovation Evangelist Tiffani Bova's Twitter header – and she's dead right.

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  • How SMBs Get Double Duty from Salesforce's Desk.com

    How SMBs Get Double Duty from Salesforce's Desk.com

    Salesforce's Desk.com has always been unapologetically designed with small companies' needs in mind.  The default assumption about these companies is that they run their CRM operations using some combination of email and spreadsheet. Ditto their finance ops, their procurement ops and so on.  What San Francisco-based Salesforce did when it

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  • Customer Service Becomes Predictive

    Customer Service Becomes Predictive

    People expect more from customer service these days.  And while customer service organizations are finally shifting away from reactionary to more proactive service, in highly competitive markets disrupted by customer-centric business models, proactive service is already just table stakes.

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  • How to Shush Your Customers' Twitter Complaints

    To companies' delight no doubt, Twitter has introduced two new tools that its users can use to talk to companies privately.  To companies' double delight, no doubt, Salesforce plans to support integration of these tools into its Service Cloud.

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  • If the Customer Really was King

    If the customer really was king then power would reside with those who are closest to the customer. The old model of organization and societal structures is being challenged as never before. Leaders need followers and increasingly the followers are becoming less loyal, more skeptical, less willing to follow.

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