27 Oct , 2010
Who hasn’t been there? After waiting 20 minutes on hold with Customer Service, then 15 mins for explaining your problem, the Contact Center Agent says she is really sorry, but can’t do anything about resolving it because something first has to be done by some other department, or it the system won’t let her do what needs to be done as this isn’t in the process, even though it should be simple and straightforward to do.
20 Oct , 2010
Social CRM and Enterprise 2.0 are a natural fit. In an endorsement for the Enterprise 2.0 book, Leo Apotheker (now heading HP) said that “McAfee clearly understands the role of IT in creating superior customer value…”, and indeed, I very much agree with this statement. However, where I believe software vendors have put too much emphasis in their interpretation of what needs to be done, is that they have focused too much on the pure IT side of the equation. This is where the social CRM approach can bring balance to the discussion by looking at how innovative customer engagement strategies – enabled through employee participation and collaboration – can help deliver the sought-after superior customer value.