Let’s say you work in a field service management role. (We’d hope, because that’s the ideal audience for this particular blog.) You’ve talked to colleagues, read some of our posts……Read more
That’s What Your Competition’s Doing We live in a time of disruption. New technologies make old service offerings obsolete. Entire business models become threatened and then destroyed:……Read more
For a while now, we’ve all heard that technology is driving people apart. Rather than shopping at the local store, we order online. Instead of playing sports , we play video games. Many of us don’t……Read more
April flowers are here and it is time to celebrate! Even if there is still snow on the ground in your neck of the woods, the idea that summer is near is a reason to celebrate. The reason that your local……Read more
You keep hearing that big data is it—the holy grail of wisdom that’s going to provide all the answers for your company in 2015. Yes, big data is powerful, and yes, it really can give you the……Read more
There’s a whole generation of customers out there that sees the internet through “mobile-first” eyes. To meet this demand, practically every business under the sun has developed its own……Read more
You always want to be in conversation with your customers—that much is obvious. However, as the people who are responsible for your sales and the health of your company, one thing to understand before……Read more
As product and service availability, as well as price, begin to fade as competitive differentiators, customer service and engagement have quickly risen to take their place. Early customer-centric leaders……Read more
When it comes to service and support, customers don’t long for conversation. They want answers, fast. According to Parature’s 2014 State of Multichannel Customer Service Survey , customers……Read more
If sales, marketing and customer service were siblings, sales would typically be perceived as the outgoing one; marketing as the favorite that gets the biggest allowance, and customer service as the child……Read more
While there were more than 100, perhaps more than 1000, top takeaways from the recent 2014 CRM Evolution conference (and adjoining Customer Service Experience conference), here are 10 terrific customer……Read more
In an age where globalization and online access have practically erased price, product characteristics and availability as competitive differentiators, it’s customer service that now stands out as……Read more