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We all know what a bad support experience feels like: the humorous, yet entirely too relatable, issues with IVR's that somehow ends with you banging your phone against your forehead. Or when you get transferred to three different people and are a...

Big thank you to Kristjan for sharing his experiences in today's "Club" webinar.  It's was great to hear about how he using the Club to help get answers and engage with other Sugar members.  I like his comment about '...

If people don’t use the CRM, or use it incorrectly, the data becomes stale and – over time - inaccurate. When CRM users are creating a report or a mailing list and they find that data is incorrect or incomplete, a spiral of mistrust begin...

CRM Project – Internal Marketing Plan A key to a successful CRM project - is to identify the motivators and “Perks” of the CRM  for end-users and then build a groundswell of interest and anticipation around the CRM project...

We all know the unmistakable sound of a can opening. “tssSSS kr-POP.” It has been proven that we actually respond to that sound, and it affects how we feel about what we're about to drink. There's excitement. Anticipat...

Data is a valuable resource for all companies, but they still need to manage and exploit it. Today, many companies still struggle to fully take advantage of it for various reasons. Many don’t take the time to exploit the data at their disposal ...

One of the wonderful aspects of my role is the interaction with customers and specifically the varied conversations which I encounter.  The spectrum is broad, and can range from disgruntled to energized.  But in every interaction I cherish ...

Compliance is the obligatory procedure in the finance industry and has a strong impact on CX. Let’s put ourselves on a customer place, who has some issue when passing a compliance procedure to get a particular product but who continues to recei...

We’ve all had firsthand experience with badly planned and poorly executed tech roll-outs. While new tech is usually intended to improve things for the team, the result can sometimes be the opposite. So how can you increase your chances of a smo...

Messengers and chats have changed the world of customer service. Customers prefer them to conventional channels, like telephoning and emailing, as it is an easy, quick and convenient way to communicate with companies. Here are five quick tips to empo...