What is the state of your customer service program today, and what CRM processes, tools and capabilities do you need to make it better?

Marketing departments segment their customers all of the time, based on numerous factors: high propensity to buy, low propensity to buy, infrequent customer, repeat customer, key opinion leader. So when it comes to partner relationship management (PRM), why don’t more companies apply the same advanced segmentation techniques to slice and dice their partners? In fact, [...]

Want to create a successful partner relationship management (PRM) program? Then don’t treat think of your channel partners as salespeople. Instead, treat your partners like customers: sell your leads to them, always understanding and playing to their business requirements.

It is not every day that Innoveer wins a gold award, but last Thursday was such a day.  We were named the “Gold Siebel Partner of the Year” by the United Kingdom Oracle User Group (UKOUG).  As Ronan Miles, chairman of UKOUG said, “With close to 2,000 customer votes cast, Innoveer should feel immensely proud [...]

What’s the role of Twitter when it comes to customer service? Here’s what it shouldn’t be: a deus ex machina that papers over poor customer service practices. By all means, embrace Twitter, but treat it equally to all other channels.