Customer Service

It's 2016, and there are more ways to connect than ever before. You would think customer service and customer care would be at an all-time high. Why, then, do so many customers feel they are at an all-time low? Companies are using social networks to provide customer service, but they are failing. Co...

Most customers aren't eager to look under the hood to examine the processes underlying their experiences, suggested Don Schuerman, CTO of Pegasystems. "The contemporary customer doesn't really care about CRM. They care about the experience they have, and in most cases they know little or nothing abo...

After surviving well over a year as a cord-cutter, I recently returned to the cable fold -- and after less than a month, I'm having major regrets. The problem isn't with the service or even with the pricing. The problem is with the lies. I wasn't entirely happy with my cord-cutting solution, but I w...

Dealing with customers in context can equate with personalization, as many define it. Also, it can refer to enabling customers to jump out of a largely automated customer-facing process to deal with a company representative. Additionally, it can mean getting down in the weeds of some hyper-specific ...

The most important trends in CRM right now are "the rise of the millennials, the rise of the promoter economy, and the rise of the conscious consumer," said Matt Price, Zendesk's SVP of emerging businesses. "The 'R' in CRM is relationship, and all of these things impact how we develop relationships ...