Schlagwort: CRM

[EN] Cloud growth in Germany (and Europe) to be driven by Collaboration and CRM


We’ve been talking about the cloud for years now. And yes, providers have done plenty to hype it too. But frankly, most customers have been very wary about it, especially in Europe. There are many […]

[EN] Social Selling – being a fly on the wall of your customers …


It becomes more and more a hot topic: Social selling, how to use Social Media in your sales cycle to get information on your potential customers, to connect with potential customers, to listen and identify […]

[EN] Customer Experience Management: The Key to Web Strategy in 2012


Customer experience is channel agnostic. In other words customers engage with a business in a variety of ways such as face-to-face, by phone and online — be it on a business website, social media or […]

[EN] Selling is Dead. The Customer Community Killed it. | The Social Customer


Great posting on how the sales process has changed in the age of Social Business and how and why businesses need to respond: They start their research doing one of two things: they search on […]

[EN] B2B Websites Become the Ultimate Social Destination | Social Media B2B


B2B Websites Become the Ultimate Social Destination In the consumer world, many companies send their visitors directly to Facebook. This strategy seems to be based on the fact that people are already on Facebook and […]

[EN] Customer Experience: Social & Web Merge And Become Hyper-Personal


#12. Social & Web Merge And Become Hyper-Personal The idea of “social media” is going away. As social networks merge into our content, we will stop looking at them as separate things, and instead as […]

[DE] Servicebranche weiß nicht, was Kunden denken – Alzheimer-Syndrom statt personalisierte Dienste | Ich sag mal


Deutschen Unternehmen gelingt es nicht, ihren Kunden einen personalisierten Service zu bieten. So lautet das zentrale Ergebnis einer Umfrage, die von den Marktforschungsunternehmen Vanson Bourne und Opinion Matters im Auftrag von Pegasystems durchgeführt wurde, … […]

[DE] Wenn Prozesse zur Bürokratie verkommen – Exception Handling im Zeitalter des Social Customer


Wer kennt sie nicht, die Vorschriften und Prozessdefinitionen, die gerade in unserem Zeitalter Call Centern und Kundendienst vorgegeben werden. Ein starres Korsett erlaubt keine Ausnahmen, so sehr diese oft im Sinne von Kundenbindung hilfreich und […]