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

Can customer service be more efficient, but still facilitate an excellent customer experience? The question is pertinent because consolidation—an old service story—is more relevant now than ever. But what’s the best way to consolidate a service or contact center?

What is your web strategy? Are you monitoring the appropriate sites for content related to your brand or products? Do you have a user-driven content function on your site? Because users are discussing your products.