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 ...

Unlock the full InfoQ experience by logging in! Stay updated with your favorite authors and topics, engage with content, and download exclusive resources. In this episode, Thomas Betts chats with ...

The best POS system will vary based on your needs and the customer experience you want to provide. Here are 15 important features to look for.

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 ...