Salesforce.com has the most sophisticated Service CRM solution today. When Salesforce launched it was a sales tool for tracking and monitoring interactions, purely from a sales perspective.  As the platform grew and customers had a need to integrate their service organization, Salesforce.com launched their call center application. Since its release in 2005, it has evolved significantly from its call center starting point to become a service platform across all channels. (more…)

Today, companies have more customer touch points to manage than ever before – face2face, phone, email, web, video, and social media, just to name a few. Different departments, like sales, marketing and support are interacting with your customers, often using different processes, different languages, and different tools. Your brand is directly impacted by the way these conversations are handled by employees throughout your organization. This may be a good time to re-examine what it means to have a relationship with your customer. (more…)