Blog tagged as Customer Service

The Covid crisis had a profound impact on customer service centers, on sales and marketing processes. Personnel needed to be sent to home offices with infrastructure for this not being really in place. Coordination became more difficult, especially in environments that did not base on trust already ...

This post is a guest piece from Richard Rosen, CEO and founder of Fastcall, a Salesforce CTI vendor and one of my clients. I was talking with Rich about customer focus for focused businesses in a crowded market, and our talk drifted into how limits aren’t a bad thing.

Our chat was fun. It was deep. ...

You don’t buy size 12 shoes for size 9 feet. You don’t get a Bugatti Chiron for grocery store runs. You don’t swat flies with field artillery. And you don’t buy more contact center technology than your business can reasonably grow into.

The customer service neighborhood of CRM was the wrong side of...

Customer Service is changing fast, but is it all for the better? Which changes did the pandemic drive? Does messaging have a value, and if so which? How about the role of agents? What changed for them? Will they see an improvement in their jobs?

The CRMKonvos team had the pleasure of a good discussio...

In this episode we welcomed Lars Brodersen, author, publisher, and long time CRM expert.

Lars is the author of the customer manifesto, which he wrote as a reaction to a series of pretty unsettling customer experiences, starting from soured milk in his Latte Macchiato followed by an I don't care attit...