Succeeding at customer service measurement requires establishing clear metrics to measure against various benchmarks. Measurement ensures that organizations treat customers with respect. Anticipating the problems they will encounter also enables customer service operations that don’t always have to put out fires. Instead, they can be used to proactively increase customer satisfaction, and that makes everyone happy.

Why work for Innoveer Solutions? Simple: Because of who else will be on your team. We employ the best CRM professionals, backed by Innoveer’s pragmatic and forward-thinking company culture. When it comes to working environment, team dynamics, and customer satisfaction, we’re second to none.

Master customer service operations — customer on-boarding, knowledge management, workforce management, asset management — to maximize customer satisfaction, cross-selling, and revenues.

Want to have a great call center and world class customer service practices? Every three years or so, send your customer service group on strike and have management sit in, instead.

Many companies want their service teams to generate new sales from existing customers. Here is one example of a high technology company succeeding by taking a slightly different approach.

Do companies listen to their customers? Sometimes yes, oftentimes no. And in many cases, organizations that do end up mistaking excellent case management with having a complete customer service program. Learn what it takes to excel at cost-effective yet successful customer service.

To maximize sales productivity and revenues, you’d think most organizations would create a written plan to guide sales planning—highlighting the steps salespeople should pursue for any call, defining the top skills its salespeople need, or even maintaining an integrated view of customer contact information. But most don’t.

Twitter breakdown: If your customers have to call, email and finally tweet to get a response, it means that your customer service practices are broken. Cue customer defections.

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

How many salespeople does it take to close the maximum number of deals at any given customer? Many of our clients—especially in the high-technology, pharmaceutical and medical device industries—have multiple sales teams calling on the same customers, oftentimes supported by multiple CRM systems. It’s not unusual, for example, for a large software provider or hardware [...]