Weekly CRM Roundup: A Playbook In The Age of the Customer

JP Rastrullo —  February 7, 2014 — 1 Comment

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Welcome to our roundup of customer relationship management (CRM) industry news from across the web. We’ll be hunting the ‘net for the latest and greatest, and bringing them to you here, in one convenient weekly post.

What Forrester’s Predicted Customer Service Trends Can Teach Your SME This article is specifically targeted toward the SME. Forrester has recently published a report containing their predictions for the top customer service trends in 2014 but it may have been too heavy on the corporate jargon for those in the mid-market. Kelly Atkinson has hand-picked her favorite trends and translated them into more palatable words of advice. tweet_button

Simplicity-Minded Customer Experience “Simple customer experiences. Sounds logical, doesn’t it?” – Michael Hinshaw Michael Hinshaw starts by offering the suggestion to make a “promise” to simplicity to remove the complexities many customers face while dealing with businesses. Even though every business is different, Michael helps you think about what simplification means within the context of your own customers’ journeys as well as the supporting infrastructure and processes involved. tweet_button

Automation And Customer Intimacy It’s not what it sounds like. In this day and age, it’s all about knowing your customers from the inside-out. Customer intimacy is about establishing deep and trusted relationships. Dave Brock offers insight on embracing efficiency through automation while balancing customer intimacy and relationships. tweet_button

Are You Following These 7 Social Customer Care Best Practices? “Social care is the new norm, with 70% of businesses estimated to be using social for customer service by mid-2014.” – Aberdeen Group Learn what the best-in-class companies do to provide truly outstanding customer care. tweet_button

SugarCRM Celebrates Banner Year in 2013 as Company Redefines the Customer Experience According to Gartner Research, CRM will represent the largest segment of enterprise software by 2017. SugarCRM is putting the individual front and center, declaring 2014 “The Year of the Individual.” tweet_button

Got ideas for other great articles we should include in future CRM Roundup posts? Let us know in the comments below!

JP Rastrullo

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JP Rastrullo is a recent graduate of San Jose State University with a Bachelor's of Science degree in Public Relations. He is currently the Associate Social Media Marketing Specialist at SugarCRM, Inc.

One response to Weekly CRM Roundup: A Playbook In The Age of the Customer

  1. 

    Great job on this roundup. I personally enjoyed reading about the “Simplicity-minded Customer Experience” Some business processes have become so complicated that a lot of companies have forgotten what’s important. Sometimes, the simpler it is, the better it is for everyone.

    Would like to share this article from last week.
    Where Is CRM Headed This 2014?: http://www.spi-global.com/blog/think-tank/crm-headed-2014/

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