Consumers have more information, more choices, more access, and more power. But they don’t have more time. Customers want easy customer service experiences, that build…
Today customers use self-service for straightforward interactions, leaving complex issues like account closure or claims disputes for a phone conversation. These questions often take longer…
Amazon just launched a preliminary cloud contact center offering, built on AWS. It offers an IVR, natural language understanding via Lex, queueing and routing and…
Customers hold the power in their relationships with businesses. Today, it's not enough for businesses to deliver products. Customers expect them to deliver outcomes and…
We’re firmly in the age of the customer, where customers – not executives – decide how customer-centric their companies are. And while good customer experiences…
In today’s world, customers decide how customer-centric a company is. Good customer service should capture the fundamentals of a great experience: ease, effectiveness, and emotion…
We included 11 vendors in the CRM Forrester Wave™ for midsize organizations. These 11 vendors reported a total of about 200,000 midsize customers. Compared…
The CRM market serving the large enterprise is mature. The market has consolidated in the past five years. For example, Oracle has built its customer…
Field service technologies are more than two decades old. Companies have leveraged them to coordinate the flow of work orders that came in as service…
Horizontal CRM solutions — as mature as they are (and they have been around for 20+ years) — don't always do a good job at…
