CRM vs. CEM: Why not both?
August 29th, 2013
1:00 PM EST/ 10:00 AM PST
In a customer service world where islands of siloed solutions have been created, many organizations are asking themselves the obvious questions: Do I have an effective strategy for my Customer Experience Management? How do I maximize my investment in CRM? Is there an easy way of increasing my agents’ productivity and improve my contact center operation? If you are asking yourself any of these questions, you are not alone. However, many organizations are finding the answer to be rather simple: an integrated solution!
Businesses have a need to create a balance between delivering a great customer experience and achieving operations excellence so they can do more with less. Extending the CRM solution beyond its traditional function can fuel your Customer Experience Management and positively impact your operations bottom-line.
Learn how to profit from your Customer Relationship Management to create an exceptional customer experience while optimizing your investment for maximum returns. In this webinar we’ll review the following:
- The role of CRM in your contact center
- Integrating CRM and CEM as formula for success
- How to fuel your customer experience with multichannel interactions
- Creating the Super Agent to achieve more with less
- The compelling business case of an integrated solution
Join Barton Goldenberg, Founder and President of ISM, Inc. and well-established CRM guru, and George Matar, Senior Director of Product Marketing for LiveOps as they address many of these questions and discuss real world lessons learned and best practices that achieve optimal outcome for your customer-facing organizations.
Founder and President,
Barton Goldenberg is the Founder and President of ISM, Inc., which has established itself as the premiere strategic advisor to organizations planning and implementing CRM, Social CRM and Social Media initiatives. Goldenberg and his staff provide strategic services to best-in-class organizations planning and implementing CRM, Social CRM and Social Media Communities, including the American Automobile Association (AAA), Exxon Mobil, Giorgio Armani, Johnson Controls, Kraft, Marriott, McGraw Hill, and T. Rowe Price.
Senior Director of Product Marketing,
George Matar is the Senior Director of Product Marketing for LiveOps. In this role George oversees all aspects of product marketing including messaging, creative, copy and design to support the LiveOps Platform Team. George has over 15 years of experience in helping companies build customer-focused organizations that utilize cutting edge technology to deliver practical business applications for contact centers and enterprise communications.
Stefania Viscusi is an established writer and avid reader. She is a 2005 graduate of Albertus Magnus College, Magna Cum Laude. She currently holds a Bachelor’s degree in English and a Bachelor's degree in Communications. Stefania has had four of her poems published by “Breakwater” (an Albertus-run literary magazine) and completed a successful internship with the Connecticut Trust for Historic Preservation as a Public Relations Specialist.