Kate Leggett

The Modern CRM

Its Not Your Mother's CRM Anymore CRM technologies are over two decades old. Companies first used them to provide “inside-out” efficiencies;operational efficiencies for sales, marketing...

Vendors Battle For The Heart Of The Contact Center

Organizations fail to deliver a quality of service that customers expect. Our data shows that 67% of US online consumers say they've had unsatisfactory service interactions in...

Surprise! Customer Service Doesn’t Need To Be Delightful – Just Effective

Forrester data shows that valuing a customer's time is the most important factor in good customer service. Customers simply want an accurate, relevant, and complete...

What is customer success management and why is it important

I attended the Gainsight Pulse conference in San Francisco on May 14 which is a unique event for customer success managers to network, learn...

Do you have a large customer service team or a small one? Start here...

How do you start to narrow your choices when you are looking for the right customer service solution for your group. Start by asking...

The Forrester Wave: Customer Service Solutions For Enterprise Organizations, Q2 2014

During the past five years, the customer service capabilities leading vendors has matured as vendors have focused on solidifying the foundational building blocks of...

Forrester’s Top Trends For CRM in 2014

I'm moving into covering the greater CRM space, yet still retaining a deep focus on customer service technologies. Now-retired analyst extraordinaire, William Band and...

Forrester’s Top Trends For Customer Service In 2014

In the Age Of The Customer, executives don't decide how customer-centric their companies are – customers. In an attempt to move the needle on...

Microsoft Acquires Parature To Better Position Against Multichannel Customer Service Vendors

On January 6, Microsoft announced their intentions to purchase Parature for a reported $100M. This event is a good thing all around. Net, net,...

Verint Acquires KANA And Ushers In The Next Wave Of Consolidation In The Greater...

Today's news of Verint's intent to acquire KANA ushers a new wave of consolidation in the greater customer service space. Today's customer...

Chat For Customer Service – Many Options, But How Do You Choose The Right...

Customers are very comfortable using chat for customer service. Usage rates have risen in the past three years — from 30% in 2009 to...

Good Momentum For Microsoft Dynamics CRM Reported At Their Fall Analyst Event

Microsoft was kind enough to invite me to their Fall Analyst Event at their headquarters in Redmond, WA on October 22. It's a 2...

7 part series on customer service technology. Part 7 – Next steps for moving...

Good customer service is the result of the right attention to strategy, business processes, technology, and people management. This 7-blog post series focuses on...

Oracle Open World 2013 – Focus on Oracle’s Customer Service Portfolio

This is my fourth time attending Oracle Open World in as many years. The show drew a large crowd this year - topping 60,000...

7-Part Series On Customer Service Technology – Part 6: What Does This All Mean

Good customer service is the result of the right attention to strategy, business processes, technology, and people management. This 7-blog post series focuses on...

7 Part Series On Customer Service Technology. Part 5 – Technology Maturity

Good customer service is the result of the right attention to strategy, business processes, technology, and people management. This 7-blog post series focuses on...

7 part series on customer service technology. Part 4: How Is The Customer Service...

Good customer service is the result of the right attention to strategy, business processes, technology, and people management. This 7-blog post series focuses on...

7 part series on customer service technology. Part 3 – What Are The Problems...

I'm back from maternity leave, so you'll be hearing more regularly from me.... ....So, to continue my series on customer service - its value, the...

Why Is Customer Service So Hard to Get Right?

This post originally appeared on DestinationCRM.com Good customer service is the result of the right attention to strategy, business processes, technology, and people management. This...

What Is Customer Service Technology?

This post originally appeared on DestinationCRM.com Good customer service is the result of the right attention to strategy, business processes, technology, and people management. This...

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