Monthly Archives: February 2011
Social breathes new life into Knowledge Management for Customer Service | Forrester Blogs
Looking back I do not see that much progress in how Customer Service approaches Knowledge Management in the last decade. My working thesis is that there will rise an urgent need for distributing over all the emergent channels.
Found at Social breathes new life into Knowledge Management for Customer Service | Forrester Blogs.
You have to admit that knowledge management (KM) is hard – it’s hard to explain, hard to implement, hard to do right. It’s not just technology. It is a combination of organizational realignment, process change and technology combined in the right recipe that is needed to make KM successful. And when it is successful, it delivers real results – reduced handle times, increased agent productivity and first closure rates, better agent consistency, increased customer satisfaction. Check out the case studies on any of the KM vendor’s sites to see real statistics.
Read more at Social breathes new life into Knowledge Management for Customer Service | Forrester Blogs.
Photocredit: velover:
Related articles
- Social knowledge management wasn’t built in a day (inmagicinc.blogspot.com)
- Forrester’s 5 Key Capabilities for Customer Service (customerthink.com)
- Blog Post: Gurteen Knowledge Community Group on Linkedin (gurteen.com)
- How Can Knowledge Management Help a Corporation? (brighthub.com)
7 truths common to all customer experiences
Found at 7 truths common to all customer experiences – the customer experience for profit blog.
Doctors. Teenagers. IT managers. There are infinite kinds of customers. Some have job titles; some have Facebook walls. Their needs are as infinitely variable as are their demographic or behavioral profiles. Because they – and their needs – are unique, their customer experiences are infinitely variable too.
To be continued at 7 truths common to all customer experiences – the customer experience for profit blog.
Photocredit: thecgg
Related articles
- From Dating to a Meaningful Relationship – The Science of Customer ‘Match-Making’ (customerthink.com)
- Increase Sales Figures: Four Common Problems That Hold Businesses Back (brighthub.com)
- Borders: Death by Not Crossing Experience Parity (customerthink.com)
- Saturday Morning Reads: Planning for the Customer Experience (theharteofmarketing.com)
- Measuring customer experience: 5 metrics for the first step (customerthink.com)
Wide Angle » Community Management: Marketing Discipline of the Future?
Let’s state that community management will be the management discipline of the future. Do you agree?
Found at Wide Angle » Community Management: Marketing Discipline of the Future?.
Once upon a time, Nike was in the business of selling athletic shoes.
And sell athletic shoes, they did – capturing 50% of the market by 1980, before beginning large-scale advertising or even going public
To be continued at Wide Angle » Community Management: Marketing Discipline of the Future?.
Photocredit: http://blissbphoto.tumblr.com
Related articles
- Video interview with Umair Haque, author of the new capitalist manifesto (serve4impact.com)
- Steve Dennings’s book review: The New Capitalist Manifesto by Umair Haque (fredzimny.wordpress.com)
- Show 321 – Do we need a new capitalist model (theengagingbrand.typepad.com)
- Umair Haque on the tech industry’s “thin value problem” (venturebeat.com)
- Jack Covert Selects – The New Capitalist Manifesto (800ceoread.com)
- Book Review: The New Capitalist Manifesto (triplepundit.com)
Recommend New Report: Locating A Store On The Phone Is Not Always Easy
Recommended: #CRM #C New Report: Locating A Store On The Phone Is Not Always Easy http://ow.ly/1brAoG
Photocredit: http://www.copenhagencyclechic.com/
Jas Dhillon’s A Decision Makers Guide To Social Business Platforms 021711
Photocredit: Gionata Galloni. Milano
Related articles
- Evolving into a Social Business (jmorganmarketing.com)
- There is No Social Business is there? (jmorganmarketing.com)
- Social Business: The Next Disruption (stealthmode.com)
- Social Business for Enterprise C-Suite Occupants and Board Members (stealthmode.com)
Recommended: Social CRM is not about media
Recommended: Social CRM is not about media but a new approach to customer relationship http://ow.ly/1bri7m
Related articles
- Gartner: Social CRM Spending Soon to Top $1 Billion Worldwide (fastforwardblog.com)
- Bertrand Duperrin: Social CRM is not about media but a new approach to customer relationship (duperrin.com)
- Bertrand Duperrin: Social CRM Changes the Definition of Customer Relationship Management (ecrmguide.com)
Recommended: Picture of the week #31:
Recommended: Picture of the week #31: It’s not water but people who makes the difference between a desert and a gard… http://ow.ly/1bqZ19
Photocredit: Lailly Prihatiningtyas
