Gartner – ‘the world’s leading information technology research and advisory company’ – have released their report of the big trends in CRM this year (you can view the whole report if you subscribe to Gartner).
The report, which is a simple tallying up of customer enquiries coupled with Gartner’s CRM experts’ views, found the cloud, social, mobile, big data and the Internet of Things, to be the next big things according to Ed Thompson’s work. (more…)
Many companies are now enjoying the benefits of integrating automated marketing software in to their CRM (customer relationship management) systems.
And no wonder! Once in place, this software will become an invaluable member of your marketing team – identifying opportunities quickly and succinctly; providing reports; and managing and automating work processes; plus many other activities – all of which will really boost your online marketing efforts. (more…)
Web-based customer service channels which allow customers to bypass talking to people and, in some cases, to settle problems themselves are proving popular and having an impact on call centre volumes, says new research.
The survey was carried out by CRM Magazine and asked 520 call centre and CRM professionals about the growth of self-service online help. (more…)
Many businesses are already using customer relationship management systems (CRM’s) to help them with their day to day business activities such as implementing to do lists, customer follow ups, creating email address lists etc. If you are one of these people, however, you could be missing a trick, as you can make the best out of the potential of your CRM for marketing strategy by adding value to the customer experience and their expectations. (more…)