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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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Proven strategies for employee-driven customer service success

Proven strategies for employee-driven customer service success

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Achieving excellence in service delivery culture of ineptitude Dilbert emerging competitive forces process-centric managers

By SearchCRM editors | Feb 18, 2010

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According to customer experience expert Lior Arussy, many businesses today fail to provide their employees with the ability to achieve customer service success. In this chapter, Arussy discusses the downside of an overly controlling management style and gives tips for organizations looking to empower employees.