Ask Wendy
Ask Wendy - May 2006
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Best Practices in Business Process Automation and CRM
May 16, 2006
Business process automation (BPA) is a big part of CRM and for good reason. Winners in CRM analyze and redesign customer-facing processes that provide real value to the customer.Truly customer-centric enterprises will redesign and automate customer processes as necessary, even when they cut across business functions and/or the back office. The goal is to examine all customer-related processes, remove those that are not needed, and rework those that could be improved with technology.
The challenge, according to Scott Nelson, vice president and distinguished analyst at Gartner (and our recent Secrets of Successful CRM Practitioners Webcast guest), is that most organizations have 600 to 1,000 processes that need to be examined.
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Improving Customer Self-Service: Analyst Research and On-Demand Webcast
May 8, 2006
Are you creating great customer experiences? According to research firm Yankee Group, customer service is one of the few differentiators that a company possesses. And, self-service is increasingly the customer's first choice for interacting with your business. Join us for a complimentary on-demand Webcast ‘Five Steps to Improving the Customer Self-Service Experience' including myself as host, Wendy Close, Salesforce.com CRM Success Expert; Yankee Group Director of Customer-Centric Strategies Sheryl Kingstone; and salesforce.com customer Steve Petrofsky, VP of Support Services at m-Qube. Learn 5 key steps for creating great customer self-service experiences from auditing your current service and support operations to developing a 360-degree, real-time, cross-channel view of the your customer. And, hear how m-Qube deployed Salesforce Service & Support to immediately scale its support center to handle more than 10,000 inquiries a week without adding any new staff. View the Five Steps to Improving the Customer Self-Service Experience Webcast now and get Latest On-Demand Software Eases Self-Service Experience, a Yankee Group research report by Sheryl Kingstone, compliments of salesforce.com. The Webcast is about 50 minutes of easy listening packed with actionable advice. It is well worth the time for all those with a keen interest in improving customer self service. As always, comments and questions welcome. Have a CRM question? Askwendy@crmsuccess.com.
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