Categorie: customer relationship management

Zo nemen klanten jouw chatbot wel serieus

Alle artikelen, Chatbot design, Chatbots, customer experience, customer relationship management, customer service, klantbeleving, klantenservice, marketing technology, online marketing

Klanten hebben lage verwachtingen van chatbots. En, erger nog, daar worden ze steevast in bevestigd. Chatbots worden nog steeds minder serieus genomen dan ‘echte’ customer service. Toch wordt de chatbot uiteindelijk de norm. Maar hoe onders…

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Technologie + big data: nemen nerds & geeks de bestuurskamer over?

artikelen, banken, big data, Branding, customer relationship management, Databasemarketing, Dossiers, Financiele sector, Geeks, innovatie, Klantcontact, Klantloyaliteit, Leiderschap, Merkvoorkeur, Nerds, Organisaties, tech, Trends, verzekeraars

Technologie en big data hebben een grote impact op de financiële sector, maar worden IT’ers en data-analisten de bankiers van de toekomst? Wat is de toegevoegde waarde van het gebruik van big data voor de klant? En wat is de impact van technologie op traditionele spelers? Op deze vragen vind je in dit artikel een antwoord. […]

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Alles-in-een tools of toch specialistische marketing software?

artikelen, big data, cms, Columns, Commerce & CRM, content, content mangement, content marketing software, content systemen, contentmarketing, customer relationship management, Dossiers, enterprise resource planning, ERP, marketing, monitoring systemen, Monitoring tools, Organisaties, Publishing, publishing platforms, social, Social Media, social media monitoring, social media tools, software, Systemen, tech, tools, Trends, vendor, vrm, wfms, workflow management

Heb jij ook gemerkt dat de tools die je hebt om je (online) marketingactiviteiten te coördineren en uit te voeren, steeds meer zijn gaan convergeren? Bovendien verschuiven tools van plek in een organisatie. Steeds vaker zijn de marketeers beheerder van het CMS, bijvoorbeeld, in plaats van de IT-afdeling. Specialistische tools zullen daarom uiteindelijk het onderspit delven ten opzichte […]

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Nimble Now Integrates With Rapportive, Major Social Networks To Bring Context To Your Contacts

crm, customer relationship management, Nimble, social, social crm, Startups, TC

Screen shot 2012-10-04 at 3.50.36 PMAs Jon Ferrara what he thinks of today’s CRM software, and he’ll tell you, patently, that it sucks. Ferrara is the co-founder and former CEO of GoldMine, one of the pioneers of customer relationship management and salesforce automation software back in the ’90s. He sold GoldMine in the ’00s for $100+ million, but returned to the game in 2009 based on the belief that CRM was still broken.

The result was Nimble (not to be confused with Nimble Storage), through which Ferrara and team hope to take the pain out of CRM, optimizing it for the Social Era.

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KANA Express: Customer Experience Management

analytics, case management, chat, co-browse, crm, customer experience management solutions, customer relationship management, customer service, customer service management, email management, email response, kana, kana express, knowledge management, Marketing Videos, secure messaging, self-service, social media marketing, virtual assistant, web chat, web self-service

We consult with many mid-size and large companies that decide to jump into a social marketing program only to find that they didn’t foresee the immediate demand on customer service. An unhappy customer doesn’t care that you opened a Twitter account or published a Facebook page for your marketing outreach… they’re going to take advantage of the medium to request service. And since it’s a public forum, you better provide them with it. Fast. This adds complexity to an already … Continue reading →

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