Blog(All)

2

Jun

Bid adieu to single channel because multi-channel customer engagement is here

Today there is a very thin line of difference between the prices and products of companies. As a result - customer service is the only way to differentiate a brand from others. This is why it is crucial for every business (especially the small and medium-sized) ones to provide a stellar multichannel customer care. Tools like CRM are apt for these cases as they empower SMBs to provide a high level of service, that leads to an increase in customer satisfaction and retention rates.  Read More

multi channel customer engagement

28

May

How customer support centers benefit from CRM Software

Cloud based CRM systems have become no less than a boon for the businesses who have been struggling to meet the dynamic customers' needs. All thanks to the CRM's centralized repository that houses all customer information, giving the customer support centers the ability to get an in-depth insight into each customers' profile and treat them individually. During the course of customer interaction, customer support agents are better informed about customer's specific needs that helps them in quickly modifying the level of service in order to match to the customers' requirements.  Read More

How-customer-support-centers-benefit-from-crm-software

27

May

The relationship between Customer Contact Center and CRM

Customer Relationship Management (CRM) involves the process of gathering and housing all customer details in a single, shareable and updateable repository. It is universally used by businesses to study and learn more about customers’ purchasing behaviors in order to proactively serve their needs and strengthen relationships with them. In this blog, we give you a detailed outlook on how implementing robust cloud based CRM solutions brings forth many benefits and advantages to the customer contact centers of any business.  Read More

Relation Between Customer-Contact-Center-and-CRM

27

May

How does CRM work for Customer Support Productivity?

Irrespective of how great your product is, bad service can put a brake to your customer acquisition spree or build up cracks in your existing customer base. Reason being that majority of customers remember the last interaction they have had with the company and continue to decide the future transaction/allegiance based on that. As a result, it is of paramount importance that companies have their customer support agents well trained and equipped to handle all sorts of customer queries. And it is precisely at this point that CRM comes into the picture. Read the blog to learn how.  Read More

How does crm work for customer support productivity

12

May

What does Digital Transformation mean? What are its nine core elements?

Digital Transformation — is the phrase of the moment. Following the footsteps of the big global corporations, existing and upcoming startups are gearing towards the bandwagon of digital transformation too. But surprisingly where most of the small and medium-sized businesses are preparing for this change, not many hold a clear concept about it. Which obviously leads us to the BIG question – How will the small businesses apply the trend of digital transformation? Even if they do, what will be the success ratio?  Read More

what-does-digital-transformation-means

9

May

Businesses are embracing the Digital Revolution and how!

Customers are the primary force behind digital transformation. In view of the fact that people are using social networks and digital interactive tools to carry out tasks, it's a compulsion for businesses to embrace digital devices and operating models to form a competitive differentiation in the market. The IBM 2010 Global CEO Study has discussed in detail about this trend. In what holds further is a summarized and paraphrased version of a few selective key takeaways from the Report.  Read More

Businesses-are-embracing-digital-revolution

9

May

How to determine the right path to Digital Transformation?

To win in the oncoming Digital Age – businesses need to start transforming today! But while what to do is clear in the mind of every entrepreneur – how to do it is the question of dilemma. That's where this blog comes to the rescue of the businesses. Taking inputs from the best of business experts in town, ConvergeHub guides you to determine the right path to Digital Transformation. Read, understand and imbibe the pointers to flourish in this new, always connected digital world.  Read More

how-to-determine-the-right-path

29

Apr

How to build VoC strategy that can provide meaningful results and help accomplish strategic goals?

To succeed in the present age, a business needs to listen to its customers and that is precisely what Voice of the Customer initiative involves. However, to gain optimum return from a VoC program, it is imperative that the business builds a robust VoC strategy first. Then only will the business get empowered to acquire customer insights and customize products and services accordingly. This blog delves upon the tactic to build the right VoC strategy, that helps you to acquire, analyze and work upon the customers' feedback to grow your business rapidly.  Read More

how-to-build-voc-strategy

29

Apr

Strategic Importance of listening to the Voice of Customer through the right system

Businesses have realized that they need to ensure high levels of customer satisfaction through VoC program, in return of which, they can expect customer allegiance towards their brand. However, doing this is not so easy. Businesses need to invest in the right VoC platform that helps them listen to the customers, understand the underlying causes of customer feedback and take actions to drive tactical and strategic advantage.  Read More

voc-through-right-system

28

Apr

A snippet on Voice of the Customer (VoC)

In today's age, a business is successful only when it meets customer needs and provides superior service value. In order to do that, it is essential that businesses understand the needs of their customers. It is in relation to this that the concept of "voice of the customer" has emerged. It includes capturing and analyzing the customers' feedbacks and opinions to understand their needs or requirements. This blog gives you a detailed outlook on the concept of Voice of the Customer and highlights two steps of building an effective Voice of the Customer Program.  Read More

voice-of-customer
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