Forrester Blogs
  • Put the right cust-facing management incentives in place. Reward for cust. centric behavior #cxo
     — 12:36 PM Apr 22
    from TweetDeck
  • RT @BrianVellmure: A5: Clean data model integrated w/ present layer is the key. Immediacy requires deep contextual und. #cxo Gd pnt 2 srt w/
     — 12:35 PM Apr 22
    from TweetDeck
  • RT @BrianVellmure: @kateleggett That is a big job - changing culture and incentives. But many success stories abound #cxo
     — 12:32 PM Apr 22
    from TweetDeck
  • RT @zacharyjeans: A5: People like silos, because people like power. #cxo Un-sharing is a way to protect your turf
     — 12:31 PM Apr 22
    from TweetDeck
  • At the end of the day, these questions need a x-func focus on strategy, cust. understanding, technology and mgmt practices #cxo
     — 12:30 PM Apr 22
    from TweetDeck
  • And trust your customer-facing personnel to own the cust data and change it as errors happen. #cxo
     — 12:29 PM Apr 22
    from TweetDeck
  • Focus on getting the right customer data to the right cust-facing employee at the right time in the engagement cycle #cxo
     — 12:28 PM Apr 22
    from TweetDeck
  • RT @jeanniecw: Agree! RT @nporte: A4: Everybody in org doesnt need all data...the power = right person has right data n. #CXO
     — 12:27 PM Apr 22
    from TweetDeck
  • RT @StacyLeidwinger: A4: Ask customers 2 share level of data they are comfortable sharing – g #CXO Yes, let the customer control their data
     — 12:26 PM Apr 22
    from TweetDeck
  • A4. Orgs also need the same definition of a customer. Its not always the case, esp. for co that have deep cust. hierarchies #cxo
     — 12:24 PM Apr 22
    from TweetDeck
  • Empower front line personnel to enhance and modify customer data too. #cxo
     — 12:23 PM Apr 22
    from TweetDeck
  • RT @charlieisaacs: @callcentrefocus @sameerpatel @nporte @kateleggett @rod_jones_sa Great to be part of great people :-)
     — 2:32 PM Apr 9
    from TweetDeck
  • Mobile users dislike #IVR's. See #jacada blog: http://t.co/GKQO1Pf9FG It is right on #Custserv
     — 5:16 PM Apr 8
    from TweetDeck
  • 4 trends that define the future of #custserv: Webinar with @liveOps. 4/16, 1pm ET. Register: http://t.co/eROdaGf3T3 #CRM
     — 5:15 PM Apr 8
    from TweetDeck
  • I had not realized that Margaret Thatcher had passed: http://t.co/EIXSxCmn1U A pathbreaker from her early years.
     — 3:49 PM Apr 8
    from TweetDeck
  • RT @alexbard: Don't Let A Good Crisis Go To Waste..True: It brings clarity+focus to ops: http://t.co/ahkBAI7hjc http://t.co/ahkBAI7hjc
     — 12:58 PM Apr 8
    from TweetDeck
  • Great infographic about the costs of poor #Custserv: Data from @Oracle, @liveperson: http://t.co/PuRfbNOolC
     — 12:56 PM Apr 8
    from TweetDeck
  • @MoxieSoft 4/9 Free Webinar about #custserv channel preferences with @forrester Reg: http://t.co/mzH0NOXEV1
     — 12:54 PM Apr 8
    from TweetDeck
  • Learn how to scale & manage customer service channels in this new webinar with me +@moxiesoft: http://t.co/dLbLXZtG4N #custserv #custexp"
     — 2:01 PM Apr 3
    from Twitter for BlackBerry®
  • "@sugarclint: SugarCon is next week. Can't wait! http://t.co/sTCVe0VoCJ" wish I were there!
     — 1:58 PM Apr 3
    from Twitter for BlackBerry®