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Is Social Process really Digital Interaction Process?

By Mitch Lieberman On May 20, 2012 · Add Comment · In contact center, CRM, Customer Service, Emotion, evolution, Intent, Mobile, Social Business, Social CRM
You can run, hide, duck, turn, cover your eyes, plug your ears, maybe then you will have successfully avoided hearing, seeing or otherwise experiencing the Facebook IPO. I sometimes; no, quite often, wonder what the fascination is all about. What exactly has changed? What is really different? Is it that Everything simply happens faster. Yes [...]
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Customer Service Agent Collaboration Helps Move The Needle On FCR and Customer Satisfaction

On May 12, 2012 By Kate Leggett (Forrester Research)
In customer service organizations, collaboration should take place around cases and content, and should involve not only collaboration between customers and customer service agents, but internal collaboration within the enterprise. Internal collaborati...
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Sorry NPS, I’m not buying (it)..

On May 11, 2012 By Wim Rampen
I know a lot has been said about Net Promoter Score (NPS), and I'm not in this world to judge anyone who's working with it, or developing it into a Net Promoter System. I do like to share my experiences with it though, hoping to attract other people wh...
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Sorry NPS, I’m not buying (it)..

On May 11, 2012 By Wim Rampen
I know a lot has been said about Net Promoter Score (NPS), and I'm not in this world to judge anyone who's working with it, or developing it into a Net Promoter System. I do like to share my experiences with it though, hoping to attract other people wh...
Continue Reading

Do Customers Want or Use Social Channels for Service?

On May 11, 2012 By Mitch Lieberman
Customer Service using Social Media Channels is a nascent discipline, which is good, because fewer customers than most people think are actually using it – but its time will come.  Just look at the usage from the customers perspective, barely 17%. American Express and ECHO just published some findings that paint an interesting picture. I [...]
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It is time to move on to ‘How’ – Where the Rubber Meets the Road for Customer Service

On May 9, 2012 By Mitch Lieberman
From products and pricing to service and social, there is no shortage of talk on what companies need to do to achieve service excellence. For the past many years, specific to ‘social’ the number of people who are more than willing to share ‘what to do’ is staggering. It is easy to say what to [...]
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The Future Is Sweet For SugarCRM

On May 7, 2012 By Kate Leggett (Forrester Research)
SugarCRM was kind enough to invite me to its analyst day and conference -- a three-day event packed with product, strategy, customer, and partner information. The firm's focus was clearly on its momentum into the enterprise. Here are my thoughts:Read m...
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CIO view: Consumerization and the impact on IT

On May 7, 2012 By Michael Krigsman (ZDNet)
The consumerization of IT offers tremendous opportunity to CIOs possessing the leadership skills and vision to engage substantively with line of business counterparts.
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3 Lenses For Innovation

On May 4, 2012 By Wim Rampen
This week I presented my ideas around Customer Driven Innovation in Commoditized Industries for an internal innovation summit of the Dutch/German energy company RWE/Essent Energy. Apart from the fact it was a very interesting event where Smart Customer...
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3 Lenses For Innovation

On May 4, 2012 By Wim Rampen
This week I presented my ideas around Customer Driven Innovation in Commoditized Industries for an internal innovation summit of the Dutch/German energy company RWE/Essent Energy. Apart from the fact it was a very interesting event where Smart Customer...
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