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Software Trends in the Service and Support of Customers

What does the future hold for CRM, and for the Forgotten Space of CS&S (Customer Service and Support)? Will the customer be better served? Will the customer-facing agent be better empowered? Let’s look at some of the forces at work.

CRM is on the rise in enterprise budgets, but for the most part only as it changes; enterprises are demanding and creating their own modified applications for their existing installs, and vendors themselves are changing.

”’Service-oriented architecture is becoming a big deal to the vendors,’ Nelson said. ‘The problem is, they’re devoting so much time to architectures, they’re not developing new CRM functionality.'” – Gartner: Enterprise CRM returns . . . .

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Permalink: Tuesday, January 30, 2007 11:05 AM
Posted by editor | 0 Comments
Filed under CRM, Customer Service and Support, CS&S, Customer Relationship Management, Web 2.0, ecommerce, Help Desk, AJAX
CRM and CS&S - Breaking in the New Deployment

An enterprise deploys a CRM suite in the first place to assist its business processes as they relate to the customer; it’s an especially sensitive time during the learning stages, as agents become familiar with new interfaces and procedures. Nowhere is this more critical than with support, where the customers whom the agents manage are in trouble of some kind and require extraordinary assurance from the enterprise. Customers in this situation are also hyper-aware of the degree of competence they are dealing with.

"For companies that have only recently implemented CRM and have to get all their service reps up to speed at the same time, the training challenges can seem especially daunting." – Getting New Reps Up to Speed with CRM...
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Permalink: Friday, January 12, 2007 12:31 PM
Posted by editor | 2 Comments
Filed under CRM, Customer Service and Support, CS&S, Customer Relationship Management, Web 2.0, ecommerce, Help Desk
CRM 2.0 or Customer Service 101?

The same dynamics that drive today’s Web 2.0 – spectacular viral marketing coups, hugely prolific social networking, and pervasive user-generated co-creation – will work their effect on the processes of CRM, and those who “get it”, as always will flourish. So claims Vladimir Dimitroff at Ecademy, asking if it’s time for CRM 2.0.

Dimitroff compares the old CRM with the wanting-to-be-born CRM. Some of the forces impinging on Customer Relationship Management are...
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Permalink: Wednesday, January 10, 2007 3:39 PM
Posted by admin | 2 Comments
Filed under CRM, Customer Service and Support, CS&S, Customer Relationship Management, Web 2.0, ecommerce, Help Desk

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