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Are You Among the 56 Percent Without a Small Business CRM?
In the SmartCompany 2014 Small Business Technology Survey 56 percent of small to medium-sized enterprises reported being reluctant to use a CRM. The overall trend does still show an increase from 36...
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Enterprise Service Management: What You Need to Know
When I sat down to write this article, I was going to call it “Your First Steps in Enterprise Service Management.” Then it occurred to me that if people didn’t know what Enterprise Service Management...
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The Surefire Way to Create the Perfect Knowledge Base
Knowledge bases. Yeah, I hear ya. It’s not the most exciting part of your business, is it? People don’t rave about knowledge bases on Twitter, or center their purchasing decisions on how good your FAQ...
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The Top 15 Most Influential Customer Service Experts To Follow on Twitter
It’s crystal clear that customer service is important. No matter what industry your small business is in, you need to make sure that your clients receive the service they pay for. Apart from the...
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Are You Losing Lead and Sales Opportunities?
More technology means more access to clients, more potential for growth, but much more complexity in how we build business to business and direct-to-consumer leads. We can try to close our leads...
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What the Hotel Industry should know about Social Media Marketing
Social Media Marketing for the hotel industry has been a huge trend in 2014. Increasingly, travelers and business people are using social media to make their travel plans. To be in with a chance of...
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The State of Social CRM: The Four Best Apps of 2014
Customer relationship management (CRM) is in a constant state of flux. As of late, CRM has taken on a decidedly social slant as the line between social media marketing and social CRM continues to blur....
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How do YOU Manage your Online Leads?
Keeping track of potential online leads and customers is no mean feat, even if you only have a handful. Social listening is a great way to get new leads but then what do you do with them? How do you...
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Social Help Desk: What Does That Even Mean?
The social help desk. Sounds a bit buzzwordy, doesn’t it? Up there with “blue sky thinking” and “disrupting” things in the latest incarnation of the word. Unfortunately, it’s not a passing fad that you...
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Live chat – how to do it right
Live chat. It’s all the rage, and you may have already decided that it’s the right move for your business. If you read my previous post on the subject, you already know why it’s a good idea. It...
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Internal and External End Users – One Help Desk to Rule Them All?
Your business is growing, and your users need help. As the numbers increase, it becomes obvious that you could do with a little auxiliary automation. But who are your end users? Depending on your...
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[Interview] Samanage CEO Looks to Create Better Software Experience
Doron Gordon is the CEO of Samanage IT Service Desk Software for risk detection, license management and software inventory. He talks about how the greatest accomplishment any business can achieve is to...
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How to Create and Share Business Content
Content Marketing is the buzz-word around town right now. There are a ton of options for content to share but it can seem a bit daunting if it is outside your comfort zone. Don’t be intimidated by the...
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Do You Really Need a CRM?
We all have to start somewhere even if it’s just an Excel spreadsheet. The jump to more complex customer relationship management software at first may seem to make life more complicated rather than...
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5 CRM apps for Android that will help you close the deal
It’s a fact: The people who are most critical to your business—your customers and your employees—spend a lot of time on their smartphones. Smartphones and mobile devices are especially crucial for...
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Enterprise Service Management: What You Need to Know
When I sat down to write this article, I was going to call it “Your First Steps in Enterprise Service Management.” Then it occurred to me that if people didn’t know what Enterprise Service Management...
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3 top-rated help desk and ticketing apps for customer service operators
Every customer-focused organization would agree: It’s a top priority to resolve customer issues quickly while ensuring the utmost satisfaction. But, that’s not as simple as it sounds. As your business...
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The Top 15 Most Influential Customer Service Experts To Follow on Twitter
It’s crystal clear that customer service is important. No matter what industry your small business is in, you need to make sure that your clients receive the service they pay for. Apart from the...
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Don’t get hung up on cost: Contact center software pricing explained
The contact center software industry is on the verge of huge growth and digital disruption. According to one study, it will grow to $29.1 billion by 2022; that’s up from $13.3 billion in 2016, meaning...
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Help Desk and Ticketing Software Feature Guide to Manage Customers Effectively
Is your business bombarded with customer queries regarding your products and services? Are you finding it difficult to track and answer relentless customer emails that flood your inbox every day?...
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