It’s hot outside, but I still manage to keep cool. Here are the articles I think you should add to your weekly reading.
This article by Kate Legett makes a strong case for the use of CRM in achievement of operational efficiencies, revenue uplift and personalized engagement. I think you will find this article interesting and relevant, especially if you are seeking information about the benefits of clearer operational metrics.
Michael Maoz’s article about the need to build a unified customer support interface with the appropriate features for your business. I think you’ll enjoy the way he describes the keys to moving your project forward toward success.
This article by Brett Weigl speaks to the importance of building a playbook filled with the goals and commitments of your organization. I think you’ll find the article insightful about how a playbook may help to solidify your plans and your common processes.
Eric Felipe’s article about the importance of Live Chat as a customer service standard, presents solid research about the benefits of this service to the customer. From increased sales to increased loyalty and satisfaction, I think you will find some of these facts especially intriguing.
Finally, this is an article that I wrote about the importance of post-training and follow-up training to promote continued productivity, and user adoption. I think you will find some of the examples here useful, especially if you’re struggling with training investments that haven’t been as advantageous as you had hoped.