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Intangible Results Brought to You by Customer Relationship Management

Intangible benefits are the kind measured using "soft" criteria. Management may like hard numbers, but top-level executives ...
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Taking your CRM beyond the sales team

Access to CRM data for everyone. The pressure to provide a rich and compelling customer experience continues to grow, which ...
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Customer Care Excellence using Bpm'online CRM

Leverage Customer Relationship Management to enhance customer service and build loyalty Your CRM system has the core ...
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2017 Customer Experience Trends

Jump Start 2017 by using insights from these 9 Trends the Temkin group expects to see play an increasing important role in CX,
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Infor CRM Strategies: An Example of How Your Customer Service Team Tracks Quality Control

In this final post of the series, we will look at an example that illustrates Infor CRM’s support of a quality control system  ...
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Infor CRM Strategies: Your Customer Service Team In An Effective Quality Control System

We are going to dedicate the next 2 parts of this 3 part series to quality control. In this part however, we are going to ...
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How Customer Service Reps Use CRM to Provide Better Service

Value in the Company's Customer Service Team Generally when the topic of CRM software comes up, people immediately think about ...
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Infor CRM Strategies: To Help Your Customer Service Team to Manage Customer Complaints

This is part 1 of a 3 part series where we will talk about Infor CRM strategies that empower your Customer Service Team to ...
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Breakout of the typical customer experience - using CRM

Compare the typical customer experience to what the customer actually desired This Temkin Group video shows the importance of ...
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Emotion - Missing link in Customer Loyalty

A foundational leg of CRM in a  for-profit business is the retention of loyal and profitable customers.  But too many times ...
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How to Build Loyalty for Your CRM - Good data answers right questions

To build loyalty for your CRM, employ the data you collect in a coherent and strategic way.   Pull together data from other ...
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Customer-Centricity Should be about Delivering Value for Customers

Bob Thompson, an international authority on customer-centric business management, has released a new book, "Hooked on ...
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