Integrating Technologies To Improve The Customer Experience

News over the latest information about the enterprise customer

August 23, 2010

Integrating Technologies To Improve The Customer Experience

By Jim Berkowitz

Here's a synopsis of an excellent article by Yacov Wrocherinsky, Founder and CEO of Infinity Info Systems and Dave Newmark, CEO of Bid4Spots, Five Strategic Success Factors for Linking Customer-Focused Tools. Be sure to check out the complete source article for much more:

It wasn't long ago that CRM solutions were limited to departmental silos such as customer service, sales, or marketing. As technology evolved, specifically in the areas of unified communications and data analytics, strategic companies quickly realized the benefits of applying those technologies to their CRM systems to effectively reach clients in more direct and customized ways.

As we've learned, linking CRM and unified communications (UC) brings together the various customer touch-points into one integrated system. This can help track customer interactions, decrease the time customers spend waiting in the call...

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Recent Articles:

The Role Of Social Media In Customer Acquisition

In social media, is there truth to the proverb, "seek and ye shall find?"

As our experience in new media matures, learning what it is we wish to seek and also accomplish is at the forefront of rapid evolution. Converting questions into objectives is how we grow and succeed. While the opportunities within social media in general are sweeping, one such possibility that's largely untapped in business social networking is the ability to find customers and prospects as well as learn what inspires them to make decisions and share experiences.

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Creating An Integrated Customer Experience

Here are some excerpts from an excellent, insightful post I found on the MTS Blog, Who Owns the Customer Experience. Be sure to check out this blog. It's new, but looks like it's going to provide a nice stream of thought provoking information.

You might have heard that Social CRM is all around developing strategies around the "social customer". But, what exactly is a social customer and what do brands need to know about interacting with her? Chess Media Group has released...

At first blush, a complaining customer is not something we have on our wish list of awesome things in the world. But this type of customer contact provides a great opportunity to do something remarkable that will build loyalty and word of mouth.

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