Blog: Customer Relationship Management

The Verizon pitchman—famous for “can you hear me now?”—was retired last April. Connectivity isn’t everywhere, but it is close, so his work is done.

Or is it?

 

CCM Automation is making it easier for companies to streamline processes, honor preferences and personalize content in real time.  This week, our panel of industry experts shares how market leaders are automating communications across the enterprise.

This week, our panel of industry experts dives into data and analytics – identifying ways you can improve communications and strengthen relationships with existing customers. 

We've all been there; making a call to your telecommunications provider's call center to either inquire about a bill or the latest device. It's not uncommon for both the caller and CSR to dread this interaction, but it no longer needs to be that way. A happy customer starts with a positive and motivated CSR that knows excatly how to handle each call.

The first month of the New Year is almost over and many people have spent the beginning weeks both reflecting on 2011 and looking forward to 2012. We’ve recently taken a look at the latest trends in customer analytics to see how it can be used by businesses this year.

With every new channel developed, effective Communication Governance becomes even more critical.  This week, a panel of experts talks about the challenges—and the steps some companies are taking to regain control. Spend five minutes getting the inside scoop in this segment of our Customer Engagement Series.

The first weeks of January are always prime time for local health clubs, and the press is full of information on weight-loss schemes. A common theme for the gyms: exercise wisely, don’t overdo, be systematic. Likewise, the headlines for the diet articles shout out the need for super foods—it’s not so much how much you eat, but what you eat (and the willingness to stick with your plan) that can make the difference. It’s not a perfect analogy, but there’s an awful lot that carries over from the playbook for diet and exercise to managing churn. 

Our panel of experts noticed that many organizations are taking a new approach to CCM and Customer Care, one where analysis, collaboration and consistency have become the new must-have capabilities. Take five minutes to hear more in this segment of our Customer Engagement Series.

Sure, the idea of using transactional communications to promote products and services is not new.  And yet, our panel of experts certainly brought some new insights to the conversation. If you’re organization is looking to grow revenues in 2012, invest five minutes in the next segment of our Customer Engagement Series.

We talk about digital natives – the kids who never knew a time without computers.  And we talk of digital immigrants who, like many of our ancestors arrived with no knowledge of their new frontier and a bunch of useless baggage.  But, really, the consumers are adapting quite nicely – from the octogenarians with iPhones to us working stiffs with our array of digital gadgetry, we’ve all got this new tech thing going on.

But we consumers have it easy. The organizations that built their whole world around non-digital processes and are now expected to be every bit as nimble as their digitally enhanced consumers – they’re the ones who have it tough. Digital migration isn’t a trip from here to there and back again – and it isn’t like a winter you can wait out.  It’s way more complicated than that, and it’s a moving target.