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In an effort to ensure they have a 360-degree view of their customers, many companies invested heavily in customer relationship management (CRM) a decade or more ago. The earliest implementations were premises-based, took a long time to implement and had poor usage. For many companies, it was an enormous investment that led to very little return. When Salesforce introduced its cloud-based CRM years ago, companies got their first taste of a hosted solution that could be used by anyone with a stake in the customer: the contact center, inbound and outbound sales, marketing and back-office functions without an enormous upfront investment and an 18- to 24-month installation schedule.
Regardless of what new campaign, product reveal, or strategy your marketing team is rolling out, your department needs to understand the importance of identifying and showcasing your company's core differentiators before getting started. The marketplace grows increasingly crowded day by day, and if you embark on your next launch without a clear internal idea of what sets you apart and makes you unique, you're bound to get lost in the constant barrage of messaging.
According to analysts and experts, speech analytics is one of the fastest growing segments of the call center technology market. Writer Joe Rizzo maps the landscape of the burgeoning field.
Virtual Hold Technology (VHT) is working to improve multichannel customer service experiences with its release of VHT Navigator. This customer outcome management software works to capture as much relevant data as possible between brands and customers in order to provide brands with information about when and how they can best reach their most valuable assets.
We know that when it comes to the ideal customer experience, there's no such thing. Every company is different: they offer different products and services and have customers of very different demographics. What works to sell children's clothing isn't going to work to sell high-ticket cars or machine parts for manufacturing. Even within the same company, there are vastly different levels of customer engagement. What you do to reel in a prospect in a social media campaign, for example, is going to be different from what you might do to upsell an existing long-time customer.
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