Businesses have adopted CRM systems to capture customer contact information, track customer issues, and nurture customer relationships. However, it’s not a panacea.
This paper explores how to redefine the fundamentals of customer service by
bringing together people, workflows, and systems to proactively resolve issues and optimize the service experience.
Kathryn Cave looks at the big trends in tech
Rupert Goodwins’ unique angle on tech change
Phil Muncaster reports on China and beyond