Customer Advocacy Part I: Creating the Business Case for Customer-centric Companies With Fanatical Customer Advocates

The new focus for business leaders is customer advocacy, soon to become the most important strategic initiative for cutting-edge, forward-thinking companies. A crucial department in the company is thus the customer contact center, as it plays a pinnacle role in branding, corporate image, and customer lifetime value. Adopting a customer-centric culture has a direct impact on corporate financial viability.

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Tip Sheet: Building the Business Case for an Omnichannel Contact Center

While most companies today support multi-channel customer service, they typically manage individual channels in silos, resulting in a fragmented customer experience.

Moving to an omnichannel contact center solution could not only provide a substantial competitive advantage, it could also improve the overall experience and satisfaction of both agents and customers.

Download this tip sheet to learn eleven metrics for building your business case for omnichannel customer service, including:... Read More

This Is How I CRM: BancVue Challenges Megabanks with Customer Intelligence

BancVue is the leader in branded, community-powered banking products that help local banks and credit unions thrive in the competitive banking industry. BancVue has tripled in size in the seven years since it began to run its business on Sugar. Read More

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Improving Customer Relationships: An Integrated Approach

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It’s a simple idea: get a better understanding of your customers’ wants and needs, deliver on their expectations, and your revenue will increase. But more than 40 percent of companies surveyed do not have a formal customer relationship management (CRM) strategy in place. And those that have one still struggle with CRM at nearly every stage. Learn more about areas where you can improve your own CRM system strategy. Read More

Get Closer to Your Best Customers: A Shift in Customer Strategies in a Time of Crisis

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An unsettled economy needs a different approach to managing revenues. Companies must identify their most profitable customers and the most effective marketing and sales vehicle for reaching them—with a shrinking budget. And shifts in customer spending demand a fresh look at the value proposition of your current products and services. Find out how you can stay close to your customers as their needs change. Read More

Mastering the Customer Experience

Focusing on the customer is not new. But some companies are going deeper into a customer experience management strategy to become customer-centric. Can you manage every part of the interaction and experience your customers have with your company? Learn how to develop a customer-centric approach that will make your customers feel not only connected, but delighted, loyal, and able to be a consistent advocate of your brand. Read More
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