Leverage Your Customer Experience in Growing the Top Line Cheaply by John Goodman

Found at http://www.customermanagementiq.com/sponsor_article.cfm?externalID=1569 You can’t cost-cut your call center into sustainable prosperity—you must grow the company’s financial well-being. The challenge is how you cut costs in the call center without massive investment in advertising, marketing and sales staffing. The answer is to let your customers do your selling for you while reducing operating costs in your call center. There is a solid link between a better customer experience and an improved bottom line; that is, you can achieve a better customer experience at lower cost. Focus on the Customer Experience There are three factors impacting revenue, all of which can be estimated…

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Intrigued by Graham Hill’s Tweet manifesto: 15 New Trends driving social business

15 New Trends Driving Social Business View more presentations from Wim Rampen. Related articles by Zemanta Luis Suarez Dusseldorf lecture about the origins of social computing (fredzimny.wordpress.com) Overcoming the Obstacles To Social Business (blogs.harvardbusiness.org) Marketing and How Social Software Aligns (chrisbrogan.com) The Building Blocks of Social Media for Business (chrisbrogan.com) Must read! Why Process Barfs on Social from Pretzel Logic – Enterprise 2.0 (fredzimny.wordpress.com) Read John Ingham’s Andrew McAfee: Enterprise 2.0 (beta) (book review) (fredzimny.wordpress.com) Six Social Media Trends for 2010 (blogs.harvardbusiness.org)

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Checking M Jay Liebs’ Enabling Social CRM is a convergence of Enterprise 2.0 and CRM

Nice post reflecting on various recent post about convergence trends. Keeping in mind that social is not under control of any organization and that social is about true conversations (and not the old one-way corporate communication models) a true valuable addition. Found athttp://mjayliebs.wordpress.com/2009/09/09/enabling-social-crm-is-a-convergence-of-enterprise-2-0-and-crm By mjayliebs Before my peers from the Accidental Community slap me silly because of the technology focus of this post, I completely get that any Enterprise initiative, especially CRM, is People, Process, then technology. The focal point here is that the people and process do need a supporting infrastructure in order to truly provide Social CRM. For the purposes…

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Checking out E Kolsky A brief history of SCRM

As we are moving away from mere communication to real conversations in a business environment in which a control attitude is replaced by a collaborative urgence it is always good for front office managers to reflect on how CRM and social media are converging. This great and extensive post from Esteban enables you to do so.  Construct your mindset, connect and act! Post found at http://www.estebankolsky.com Posted in September 8, 2009 ¬ 13:03h.Esteban Kolsky Paul Greenberg put the stake in the ground by defining SCRM and said that we needed to grow if from there. I agree.  And it is in that…

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