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The Future Of CRM And Why It Still Starts With The Customer

The Future Of CRM And Why It Still Starts With The Customer

While becoming more “customer-centric” is a goal for most contact centers today, few look beyond basic improvements to their customer service operations to achieve it. However, by the time the customer reaches the support organization, they may have interacted with...
Why CRM Is Keeping Internal Siloes Intact

Why CRM Is Keeping Internal Siloes Intact

Customer service has historically been treated as a cost center, while other departments like sales are revenue generators. The two departments typically have little to do with each other in an organizational chart. However, the customer may engage with a business...