William Band

Help Employees Grok Customers

As long as I have been kicking around the CRM community, it has been understood that employees are one of your most important weapons in the battle to deliver an extraordinary customer experience. Poorly trained and motivated employees can turn off customers faster than...

You Need New CRM Solutions To Keep Pace With the New Social Consumer

It's the start of the new year and my phone is ringing off the hook as CRM professionals and technology solution providers call to debate the impact of that burgeoning new phenomenon: the social Web. Does it matter to the CRM community? Big time....

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