| | Customer Experience
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Hi everyone. Yes, there are many indirect experiences between service providers, customer account contacts and other people who use the products and services that are part of the customer account hierarchy (such as children users in a consumer household or users associated with a business organization... -
I found this write up to be a fascinating, case study example up of the impact of Twitter, used as social CRM, to Comcast's operating culture towards managing customer experience... This is a top find. http://www.techcrunch.com/2009/10/20/comcast-twitter-has-changed-the-culture-of-our-company/ Stephen... -
I found an interesting website that ranks what major companies/brands are doing in social media and networks in terms of customer engagement. I haven't yet dug into the metholodolgy to understand how much of the customer lifecycle and processes are measured. It may be a more marketing/PR process-focused... -
MCE community, I'm copying a post from another community group in hopes we can discuss it here as part of this group... Stephen [quote user="Dirk Rejahl"] Hi all, I recognize very low activity on customer (lifecycle) management within the TMF whereas CRM becomes more and more important. While business... -
Another interesting press article yesterday at the New York Times on what some industry contacts have referred to as "social analytics" and/or "social CRM"... http://www.nytimes.com/2009/08/24/technology/internet/24emotion.html?_r=1 -
Though not a thorough answer to the question about concrete corrective actions, one of the discussion topics that came up at our last meeting is the important of Service Provider customer care processes and possibly applications to interact with customers (and prospects) in the spaces of third-party...
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