Social Customer Service: is it worth it or not?

Tweet Let me explain my personal perspective about this topic cause I see a lot of focus on the importance of providing an innovative customer service program through social media trying to give an alternative to the traditional one provided by “obsolete” contact center. I recently read a really well-done report by Strategic Contact (you [...]

Why CRM and listening are more than brothers

Tweet Do you know which is the most valuable thing that we need especially in this period of “whatever-you-want-just-do-it-social“? Time It’s always been preciuos in our lives but now, in a world over-connected, over-informed and over-dependent where your personal and customer experiences are deeply influenced by and based on networked communications, you are forced to [...]

Il Social Service è realmente il futuro del Social CRM?

Tweet Mi è capitato recentemente di leggere un interessante articolo della CNN in cui veniva effettuato un confronto empirico da parte di Fortune.com tra canali di Customer Service, per verificare se effettivamente un media come Twitter risultasse superiore ai classici canali di interazione cliente-impresa (sono stati presi in considerazione come alternative il telefono ed il [...]

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