Marina Hop

Why Is Customer Service Still Failing To Benefit From CRM Investment?

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While companies continue to invest in CRM enhancements, the technology is still under-delivering in the call center. Customer service staffers are still grappling with disparate systems that are often not underpinned by a clear customer centric strategy. Industry analysts agree that CRM investment will grow...

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Hooked On Customers: The Five Habits of Legendary Customer-Centric Companies

Combining his own professional experiences working as a CEO with his extensive research and expertise as an international authority on customer relationships, author Bob Thompson reveals the five routine organizational habits of successful customer-centric businesses: Listen, Think, Empower, Create, and Delight.

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