Voices of CRM:

customer service

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January 25, 2012  7:09 PM

Customer service is from Venus, data quality is from Mars



Posted by: Barney Beal
call center agent, customer data, customer service, data quality

The traditional barriers to a successful CRM implementation have largely been identified and addressed -- user adoption, integration, customization - yet the solution to one problem remains frustratingly elusive -

November 4, 2010  3:35 PM

Is there a backlash brewing toward social CRM in customer service?



Posted by: Barney Beal
call center manager, customer service, social crm

Cisco yesterday joined the ever increasing ranks of software companies jumping on the Social CRM bandwagon, releasing Cisco SocialMiner, a social media monitoring tool that takes comments and posts from social...


October 1, 2009  9:32 PM

What does Google Wave mean for CRM?



Posted by: Barney Beal
customer service, Google, Salesforce.com, social crm

Invitations to Google Wave, the search giant's collaboration platform, went out this week. No, I didn't get one. Yes, I signed up for one. No, I don't take it personally. The Twittersphere, the Blogosphere and all those places where gadget-heads meet up to discuss the latest...


August 20, 2009  2:50 PM

Natalie Petouhoff and five strategies for social media customer service



Posted by: Barney Beal
customer service, online service, social crm

Natalie PetouhoffWhile many...


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