CRM Marketplace News Update 11/17 - 11/21/2008

Here are the most interesting CRM-related news stories from the past week:

Posted on 21st November 2008
Under: CRM Industry News, CRM Technology | No Comments »

The Never-Ending Customer Service Journey

Here are several excerpts from an article by Christopher Musico about one of the keynote speeches at RightNows’s Summit ‘08 Conference, The Never-Ending Customer Service Journey:

Customer service may seem like a never-ending process — but that’s not necessarily a bad thing. In the morning keynote at the RightNow Summit 2008 here yesterday, one speaker explained that, for consumers, a superior experience is never intended to be the ultimate destination, but rather like an ongoing journey.

Jim Ferron knows a thing or two about sending consumers on journeys. As senior director of customer operations for Expedia, the Bellevue, Wash.–based provider of travel products and services, Ferron had some real-world stories to share about the importance of creating a multichannel strategy.

“Interactions are not a series of disconnected events. They are part of the overall journey in moving from one place to the next.”

To Ferron, this means being cognizant of the entire customer lifecycle, which includes need, browse, shop, buy, and consume.

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Posted on 13th October 2008
Under: CRM Best Practices, Customer Service | No Comments »

CRM Marketplace News Update 9/29 - 10/3/2008

Here are the most interesting CRM-related news stories from the past week:

Posted on 3rd October 2008
Under: CRM Industry News, CRM Technology | No Comments »