CRM Software Resource Library

Broadband is now a mass market product where customers expect installation of their connectivity and configuration of their basic services to be quick and easy. Although the subject of activating a subscriber may seem a little mundane, Consona believes it's one of the most exciting parts of the customer lifecycle and one which relatively little investment is made by digital service providers.

Download now and learn how a well thought through activation process can reduce costs, improve subscriber retention, differentiate service from that of competitors and generate revenue; issues with which every digital service provider is struggling.

Social media is fundamentally changing how businesses and their customers interact. And nowhere will the impact of the social web be stronger, or more beneficial, than in Service and Support. It's true that Marketing is pioneering the enterprise's involvement with the social web. But for them, it's a double-edged sword. Brands are no longer in the control of advertisers, but in the words, messages, and videos of consumers.

Download now to hear from industry thought leaders David Kay and Tim Hines as they identify some of the broad trends in social media, and provide specific guidance on how to use social media to deliver support better, faster and cheaper.

A vendor with a knowledgebase module for sale is telling you that they think knowledge is an extra, a side dish to the CRM main course. Nothing could be further from the truth. Knowledge management must be the core of any successful service and support deployment, not an add-on module. Knowledge is power, but only when it is deeply integrated into the customer experience, the agent experience and the enabling technology.

Download now  to explore the astonishing power of knowledge in supporting every channel, speeding problem resolution and driving a better customer experience.

Many companies struggle to extend, integrate, customize and twist their legacy tools to meet the demands of today's customers and business models. But with new technology, organizations can dramatically lower costs by empowering customers to help themselves and each other. They can measure and manage the entire support experience--not just what gets logged as a service request. And they do this without trying to teach an old tool new tricks.

Download now to hear from industry thought leaders David Kay and Tim Hines as they explain why it's often better, easier and cheaper to start fresh.

Traditionally, measuring support operations has been straightforward: shorter hold times are better, higher abandonment rates are worse. Adding knowledge management to case management makes measurement much more complicated, especially in today's increasingly complex service and support operations. But, in conjunction with our customers, we've developed five measurement principles that lead to success.

Download now and learn how to build your roadmap to success using analytics.

The choice for service and support executives is simple. Do you want to be managed down as a cost center or squeezed as a direct profit center? Or do want to take your proper place in the boardroom as the chief customer advocate and the driver of customer loyalty, revenue, and profit?

Download now to hear from industry thought leaders David Kay and Tim Hines about the astonishing power service and support organizations have with a new kind of technology that tightly integrates case tracking and knowledge into a seamless whole, using knowledge to improve the resolution of every customer case.

The case for effective enterprise search is clear: enterprises are drowning in unstructured information, and search can help employees collaborate, reuse existing work, and get the specific facts they need to do their jobs. But to be effective, enterprise search demands effective knowledge management.

Download now to find out why search alone isn't enough.

Too often, organizations equate implementing knowledge management with buying, installing and training agents on a knowledgebase tool. Technology is a critical component of KM success, but it's only one component. Further and, unfortunately, many of the knowledgebase modules on the market don't support healthy practices for capturing, maintaining, and improving knowledge for service and support.

Download now to learn about the common traps to avoid when launching (or relaunching) a KM initiative.

For decades the support relationship between a company and its customers was well defined, but the old rules of customer engagement have been replaced by a customer-centric view. Customers share information and solutions with each other, often bypassing support. Can embracing the movement build customer satisfaction?

Download now and learn how to use the web 2.0 movement to your advantage.

Your customers are fully immersed in the web 2.0 world - email, texting, forums, MySpace, blogging, YouTube and on and on. When it comes to service and support, these customers expect instant gratification—the ability to contact anyone at any time, online answers, and informed sales and support agents. They have little patience for cumbersome phone trees, FAQs and music-on-hold.

Download now and explore the changing landscape of customer expectations, the technology needed to meet those expectations, and the right metrics to measure.