In the July 2013 issue of CRM Magazine, Denis Pombriant writes “Making the Play with CRM,” an article which details the similarities between customer service and a classic American pastime. While it may seem to be a bit of a stretch, Pombriant bases his comparison on the proactive nature of both endeavors.
Tags: Contact Center Manager
Everywhere you turn lately, you hear about the “customer experience,” a term that seems like it should be spoken with resonance through a loud speaker. Although, the term may be associated with bells and whistles, social media and apps, at its roots the customer experience is really about what the customer wants. Brent Leary writes in the July 2013 issue of CRM Magazine that “we always seem to get into this cycle of throwing new stuff at old problems without focusing on the fundamentals.” In his article, “Screaming for a Good Customer Experience,” he explains that a focus on the fundamentals is what is really important to customers.