Whitepaper: Focusing on the Total Customer Service Experience

You must be a logged in to view this document.

Click here if you've lost or would like to change your password?

Register on ITO America Business Technology website

Register on ITOAmerica.com and gain access to countless articles, podcasts, videos and more, contributed by some of the top minds in business technology!

Excerpt:

A new more social customer is emerging and your organization needs to adapt. This new customer is frequently savvy, multi-channel, collaborative, and demanding. But there isn't just one profile that fits all customers - so if a company thinks that it understands all of its customers, caution is advised. The challenge to your organization is the requirement to interact with customers based on customer needs and desires, through the channels they choose. Social customer or not, companies should not lose sight of the fundamental requirements that surround supporting all customers. To best support these fundamentals, each company needs strategies and a framework that enables it to adapt and evolve in response to market changes and customer needs. While technology is frequently part of the framework, people and process need to drive the cultural and operational changes required to succeed.

Coordination or Collaboration?
Mitch Lieberman, VP Marketing Strategy, Sword Ciboodle presents 'Coordination or Collaboration?' at Social CRM 2011. Lieberman talks about the cross cutting of social CRM and addresses the tug of war over communication tools that exists within many organizations.