Is Your Customer Service Efficient or Effective? Wanna Find Out?

A premise of moving from company-centricity to customer-centricity is to become more effective at delivering customer service. As a result of the many years that we admonished customer service organizations to become better and more efficient at what they do, to save more money in their operations, and to reduce the costs of servicing customers …

Salesforce Acquiring Exact Target? Good Move (With A Question)

Ever since Salesforce launched a fully-working and functional version of Service Cloud (about three-four years ago) following the tiring attempts to build it itself for five or six years (which they later gave up to acquire Instranet - learning along the way that acquisitions work better than building-up) we have been waiting for something like …