Category: customer service

Why B2B CRM Systems Fail: By David Sims

in a May 2013 research brief, Aberdeen Group leads off, “’Know thy Customer’ is a universally acknowledged practice in the business-to-business (B2B) space.” But it says enterprises and small companies alike fail to consistently maintain an accurate database of, and […]

Three Reasons CRM Fails

Three Reasons CRM Fails  By Rick Cook The Customer Relationship Management software implementation success record is pretty depressing. Over the last decade, multiple studies have shown than anywhere from 20 percent to over two-thirds of all CRM software efforts have […]

Customer Service KPI’s

As I put the final touches on my eBook entitled “Customer Experience in The Cloud”.  I thought I would share with everyone some of the key performance indicators to evaluate when your managing an online customer service operation.  In this […]