The exact type of information in a customer service management system varies somewhat depending on the type of services the business offers. These systems should provide a complete record of ...

When the coronavirus pandemic hit in March, little did New Zealand-based Kiwibank realise that it would accelerate the bank's plans to overhaul its customer service management (CSM). The company ...

Businesses that provide after-sale support for their products--and after-sale maintenance of their customer base to encourage repeat sales--need a method of tracking customer service contacts. This ...

Customer service centers, whether a shipping group dealing with consumers or an IT organization working with corporate employees, has a lot of information to manage. Technology has been improving over ...

No longer nice-to-haves, CRM systems today are essential tools helping organizations create the high-touch, personalized interactions their customers demand. While most people equate customer ...

Imagine a caller saying to an agent: “Do you work for the company or are you one of those outsourced customer service people?” Then the caller adds, “Because employees give the right answers but, the ...

With over 60,000 stores around the world, 7-Eleven has a huge task in serving its customers. It has redefined its processes using the ServiceNow platform to do just that. 7-Eleven prides itself on its ...

From its early roots in IT service management, ServiceNow is spreading out to streamline the way people request help and action across the enterprise ServiceNow has quietly risen to become one of the ...

The ability to communicate, sell, realize and expand the value your offering delivers to prospects and clients has become the basis of differentiation and competitive advantage in B2B. Why? Selling ...

Thursday, February 11, 2016: Kenya Commercial Bank (KCB), One of East Africa’s largest banks, has commenced the use of a new Electronic Customer Relationship Management System aimed at improving ...

Customers today no longer base their loyalty on price or product. Instead, how they feel after interacting with customer service has a much bigger impact on future purchase decisions. A good ...

Dartmouth-Hitchcock, a nonprofit health system with hospitals and clinics throughout New Hampshire and Vermont, had 12 different siloed IT service management systems for different application teams, ...