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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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Best Practices to Prove the Business Value of Customer Experience

CustomerThink’s research finds just 19% of CX initiatives can show tangible benefits. Due to the COVID-19 crisis, the ROI issue is now front and center with CX leaders. Learn the best ways to prove the business value of CX, including ROI advice in customer feedback, customer service, and CX infrastructure.

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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