ROI of Social Customer Service: How to Calculate It and Create a Strong Business Case

ROI of Social Customer Service: How to Calculate It and Create a Strong Business Case

TweetThe phrase “customer service is the new marketing” has gained popularity with brands realizing that poor customer service takes current, and even potential customers, out of the marketing funnel. Why? If a customer doesn’t get the help she needs, she often will...
Privacy vs. Protection: What Type of Customer Experience Do Consumers Want?

Privacy vs. Protection: What Type of Customer Experience Do Consumers Want?

TweetCongressman Ted Lieu (D-Los Angeles County) and author of  of the ENCRYPT ACT of 2016, said of statement regarding the APPLE court order: “The terrorist attack in San Bernardino was horrific and the tragic loss of innocent lives demands a strong response. ...
Gainsight: Customer Success Management for a Post-Sale, On-Demand, Attention Economy

Gainsight: Customer Success Management for a Post-Sale, On-Demand, Attention Economy

TweetBuyer’s Guide for Customer Success Management: Gainsight I’m in the process of writing profiles of vendors in the customer success management industry. These vendor profiles are a tool for buyers to evaluate their customer success management options...
Totango: Customer Success Management for a Post-Sale, On-Demand, Attention Economy (Part 1)

Totango: Customer Success Management for a Post-Sale, On-Demand, Attention Economy (Part 1)

TweetBuyer’s Guide for Customer Success Management: Totango I’m in the process of writing profiles of vendors in the customer success management industry. These vendor profiles are a tool for buyers to evaluate their customer success management options...
ServiceSource®: Customer Success Management for a Post-Sale, On-Demand, Attention Economy (Part 2)

ServiceSource®: Customer Success Management for a Post-Sale, On-Demand, Attention Economy (Part 2)

Tweet  Welcome back to Part 2 of my vendor profile of ServiceSource®. If you’d like the full report, just scroll to the bottom of this post! Customer Success Management Field Sees Tremendous Growth Through conversations with clients, prospective buyers,...

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