4 CRM Lessons Learned From 'The Great Social Customer Service Race'

A research project led by a CRM analyst reveals some serious issues with customer service practices from the nation's top brands. Essentially, when customers complain via Twitter, decision makers are not doing enough to guide the social CRM systems in a way that best serves their businesses. (Includes infographic.)

By Ashley Verrill
Thu, December 06, 2012
Page 4

social customer service race

{Download "The Great Social Customer Service Race" PDF]

Ashley Verrill is a CRM Analyst for Software Advice and Managing Editor for the Customer Service Investigator. Her work has appeared in publications such as Inc., Upstart Business Journal, the Austin Business Journal and the North Bay Business Journal. Before joining Software Advice this year, she worked in sales management and advertising. Currently, her research focuses on topics related to CRM software, sales, customer service and marketing strategy.

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