Kate Leggett

Sales And Service Tech: Two Sides Of The Same Coin?

Apple reached $1 trillion, but is it enough to beat Amazon?Learn how focusing on deeper customer relationships will help Apple – and your brand – compete with Amazon for consumers’ attention. Download the report    Automation and AI a...

AI-Fueled Customer Service Delivers Real Results

AI will change the nature of work. Look at the rise of driverless cars and ridesharing — two services that are fueled by AI....

Top Trends For CRM In 2017 – It’s All About Differentiated (Digital) Experiences

We’re firmly in the age of the customer, where customers - not executives - decide how customer-centric their companies are. And while good customer...

Top Trends For Customer Service In 2017: Operations Become Smarter And More Strategic

In today's world, customers decide how customer-centric a company is. Good customer service should capture the fundamentals of a great experience: ease, effectiveness, and...

Findings From The Forrester CRM Wave For Enterprise Organizations

The CRM market serving the large enterprise is mature. The market has consolidated in the past five years. For example, Oracle has built its...

Field Service: Increasingly Important For Differentiated Customer Service Experiences

Field service technologies are more than two decades old. Companies have leveraged them to coordinate the flow of work orders that came in as...

It’s About Time That Salesforce Fixed Its Gaping Commerce Hole

Salesforce announced today their intent to acquire Demandware for $2.8 billion – its largest acquisition to date. This move adds a commerce to its CRM portfolio....

For Customer Service Solutions, Bigger Is Not Always Better

Years ago, I worked at a large customer service vendor. Our CEO had tasked us to "eat our own dog food" - that is...

Your Customers Don’t Want To Call You For Support

Your customers just want an accurate, relevant, and complete answer to their question upon first contact so they can get back to what they...

CRM Success Requires Focus On People, Not Only Technology

There’s a very large graveyard of failed CRM projects. There’s more CRM initiatives that have spiraled out of control to become multimillion-dollar investments that...

Forrester’s Top CRM Trends For 2016 And Beyond

In the age of the customer, executives don't decide how customer-centric their companies are — customers do. And while good customer experiences can help control...

Online Self Service Dominates Yet Again. Why? Its An Effortless Way To Get To...

Customers demand accurate, relevant, and complete answers to their questions upon first contact - served up as painlessly as possible -  so they can...

Forrester’s Top Trends For Customer Service In 2016

It’s a no-brainer that good customer service experiences boost satisfaction, loyalty, and can influence top line revenue. Good service — whether it's to answer...

The Forrester Wave: Customer Service Solutions For Enterprise Organizations, Q4 2015

The customer service vendor space is a mature space. Yet there have been many changes in the last five years and clearly more to...

CRM Success Is Simple If You Avoid These Common Pitfalls

Sound Advice from 400 CRM Practitioners In today’s world, the only source of competitive advantage is one that can survive technology-fueled disruption – It’s the...

Enterprise and midsize customer service solutions – what’s the difference?

When looking to purchase a customer service solution, buyers have to remember that more features is not better; many times more is just more....

Knowledge Management Delivers Real Results For Customer Service

Why the continued focus on knowledge management? It’s because customers increasingly leverage web self-service as a first point of contact with a company. In...

The Time Is Now To Invest In Knowledge Management

All that customers want these days is effortless engagement. 55% of US online adults say that they are very likely to abandon their online...

CRM is Fragmenting. It’s A Controversial Topic

CRM purchasing is undergoing a sea change. I see that companies are no longer purchase heavyweight, end-to-end CRM solutions that have had the reputation...

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