First, as several of the posters noted, when people have problems they want to talk to people, not to automated phone trees. A customer service rep on Twitter can be as personal a touch as someone on the phone - and if it's a simple request, may be able to respond to it much more efficiently through Twitter than a phone call
Here is my personal social media dashboard: What makes this more interesting, is that I monitor this for fun . Yep, you read that right. Around the office, I’m known as a social media junkie. In fact during a recent fire alarm, I was told to “evacuate before...
So many of my peers talk as if they are a service organization to an unknown entity, instead of an integral part of a company
Next week I will be giving a presentation at the AIIM Conference titled “Four Fried Chickens and a Coke.” If you are too young to get the reference, find a way to watch The Blues Brothers and think about the mission. Not the music, the jokes, the slapstick comedy done with cars and...
I would argue that managing all of this customer-centric content is a prerequisite for providing truly customer-centric customer service. Recently, we’ve seen a wave of clients trying to figure out their profile and preference strategies
It’s CCM functionality that’s particularly critical for organizations in financial services and insurance
I’m thinking about services, non-core functionality, and integration
5 Comments - The only caveat I would add is that the commodity here is the repository only ("little ECM") and not necessarily the whole platform ("big ECM") with Analytics, DAM, WCM, Case management, etc, etc. These "extended service" areas of ECM is where the vendors differentiate, and if you try to commoditise that part, then the whole industry will collapse by starving R&D
And what strikes me is that this research - that focuses on scanning, imaging and capture trends - really needs to be read by digital marketers and customer service managers. Yet, because the focus is on capture, it will probably be read more by administrative and digital mailroom project leads
As those of you who are regulars here might expect, I want to look at SCRM a bit more broadly, to consider how technology plus operational changes plus new strategy all impact how E2.0 and traditional CRM can work together to help organizations transform their customer service function
As B2B customers tend to buy more and more online, manufacturers, wholesalers and distributors can benefit from this emerging opportunity to cut their operating costs by providing self-service customer portals
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