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mplify blog

7 ways to professionalize your customer contact center

Customer Service is becoming more and more important as customers are looking to differentiate from their competitors. Better customer experience as a way to attract and retain customers is a must do for any organization. The customer contact center is a key component to an improved customer experience, but many struggle to make the neccessary steps. In a world where customers expect their calls to be adressed in a personalized, high quality and timely manner, organizations can't keep up with expectations.

Topics: customer success Salesforce Customer Service

Key ingredients to help drive adoption of your CRM (Part 2)


 

Topics: customer success Salesforce Adoption

Key ingredients to help drive adoption of your CRM (Part 1)


You decided implementing a CRM is the solution to your organizational challenges. If only my employees will start using the right system to track their opportunities, solve customer cases or reach out to prospective buyers using marketing campaigns, then the sky is the limit right? It is easy to believe the technology will be the silver bullet to all Marketing, Sales and Customer Service issues in your organization. Don't get us wrong, technology can be a fantastic enabler to better customer experience, process efficiency, customer insight etc. However, a recent Forrester study showed many CRM implementations do not achieve the required levels of adoption (and results) to be considered a success. Here is why...

Topics: customer success Salesforce Adoption

mplifying customer service at an exciting Fintech: Peaks (Case Study)

 

Topics: customer success Case Study Salesforce

Customer success a mindset in 2018


Digital marketing, big data, automation, internet of things, cloud computing and VR will be increasingly relevant and strategic technology trends in 2018. One equally important topic is the role of “customer success”. Loosely defined, customer success, particularly for the SaaS industry, is really about making sure that your customers efficiently achieve their goals as a result of the interactions with your company. It should be engrained in everything you do.

Topics: customer success Salesforce CRM