Beyond Philosophy

JANUARY 22, 2022

The last big thing, Customer Relationship Management (CRM), was old news. Here are a few key moments in the discussion: 03:21 Colin describes how what he is seeing in business today regarding customer experience feels familiar to what was happening over two decades ago with CRM. After all, everyone had one at that point.

CRM 195

CRM Consulting Consulting Customer Experience 195

Beyond Philosophy

JANUARY 27, 2022

I have seen it before with other influential business concepts, like Total Quality Management, Business Re-engineering, and Customer Relationship Management (CRM). It was the CRM wave that receded in the early 2000s to make way for CX in the first place. . For example, CRM was the word of the day back at the turn of this century.

CRM 195

CRM Consulting Consulting Quality management 195

Beyond Philosophy

MARCH 16, 2015

My concern is the focus on improving the Customer Experience is in danger of heading the same way as Customer Relationship Management (CRM), into failure if it’s not careful. I see seven signs of failure for CX that I saw with CRM, represented in common statements I hear, including: “This IT system, will solve all my problems.”.

CRM 306

CRM Employee engagement Customer retention Customer Experience 306

Comm100

JANUARY 5, 2022

CRM integration . Your live chat solution channel should be able to integrate with popular CRM platforms such as Salesforce or Microsoft Dynamics, turning your CRM into a true knowledge hub. Live Chat is one of the biggest providers that exist today, dating back to 2002. Custom routing . Zendesk Chat .

Government 77

Government CRM SaaS Marketing 77

Beyond Philosophy

SEPTEMBER 19, 2019

I have been consulting on Customer Experience since 2002. When you consider the resources devoted to the cause over the past two decades in customer service teams, and all the CRM and customer feedback software you can buy now, it is disappointing that it isn’t showing results. .

Big data 283

Big data Consulting Consulting Customer Experience 283

C3Centricity

MARCH 31, 2020

CEX #CRM #Customers Click To Tweet. According to the 2002 Mobius Poll, 84% of customers are frustrated when a representative does not have immediate access to their account information. Customers want companies to value their time. Take action just as soon as you have the minimum information that will enable you to do so.

Customer Service 71

Customer Service Scripts Accountability CRM 71

Natalie Petouhof

JULY 26, 2016

Pashler, Harold Psychological Bulletin, Vol. 116(2), Sep 1994, 220-244. i] The Concept of Flow: Handbook of Positive Psychology, Nakamura, J. and Csikszentmihayi, M.

Customer Experience 63

Customer Experience Construction Benchmark Big data 63