Pillars of Adoption
Communication - Keep everyone informed of the...
Analysis - Establish measurable goals and communicate progress through all levels of the organization.
Governance - It's ever more important for companies to keep their eye on the prize - once strategic goals are established, steering commities should evaluate performance often. Identify if org changes have impacted results.
Financial pressures are facilitating organizational and functional changes in the way companies do business. More companies are adopting web tools to communicate with their customers, as call center staffs are 'optimized'. Multi-million dollar systems are being evaluated for cost effectiveness and either replaced or reduced in scope.
How do you maintain consistently effective CRM practices in this environment? By keeping your head down, and focusing on the customer's needs. When companies loose sight of the fact that a happy customer is a profitable customer, they tend to cut corners that impact the customer experience. Longer wait times, incorrect information, products out of stock, restricted loyalty rewards.
Many companies strategy is to discount in lieu of CRM programs, which may be a viable play in some sectors. For service intensive industries, such as financial services, media, telecom, and manufacturing, that may the best approach. Customers may find the same price somewhere else, but will never get the same experience from a well-informed service or sales rep.
Did you know that 67% of online consumers have used social media for customer service purposes?Unfortunately, many businesses ignore social mentions because they don’t know how to handle them appropriately. This is a problem because managing and responding to these mentions can make or break your brand. more
This whitepaper provides a guideline for selecting the right customer portal solution for your CRM by following a three-stage process. By comparing in-house and third party SaaS products, we examine present business and technical portal requirements, which are then mapped against the upfront and hidden costs for development and future scalability needs. more
Explore how Artificial Intelligence (AI) makes it possible for salespeople to leverage the structured data in their day-to-day activities and enhance the communication with customers and prospects. more
This whitepaper describes why the shift from a traditional to a social intranet is imperative to staying competitive, and analyzes the costs and benefits associated with implementing one. You will also find useful KPIs to measure performance and further leverage your intranet's success, raising employee engagement and boosting your competitive advantage. more