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Successfully switching from B2B to B2C with social media and CRM

CRM was born from a frustration that sales managers had with knowing what their people were really doing. That drove the emergence, if not the popularity, of sales force automation (SFA). SFA was an attempt to corral the freewheeling activities of salespeople as much as it was an attempt to capture and make sense of the reams of sales data they produced.

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Improve contact center efficiency without stepping on toes

Improve contact center efficiency without stepping on toes

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border crossing improve contact center efficiency process optimization initiatives

By Lori Bocklund, President, Strategic Contact, Inc. | Feb 19, 2010

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Most contact centers were not built with all the applications you would ever need, ready to scale with you. Rather, the applications were added as needed to respond to changing requirements. Your experience is quite common: less than ideal application integration and a re-creation of the old processes with new technology.