Whitepapers
Listen, Measure, and Engage: Is Social Media part of your CRM strategy?
Investments into Social Media has rapidly moved into the billion-dollar threshold, and key decision makers grapple with more questions. Are you tracking social media? Is someone listening to the messages coming out of Facebook and Twitter? How quickly do you reply? If you don’t get social media, you are going to be trounced by your competition and lose business!
Download PDF
Journey to Process Excellence: The Need for a Quality Model – and How to Get Started
Starting a journey towards quality service delivery and sustaining excellence has two components: knowing what to do, and doing it right the first time.
Download PDF
How Social Media Can Negatively Impact Retention and What to Do About It
There are some changes happening with the way your customers and prospects are using social media. If not handled properly, it may not only affect your efforts to add new customers, but also negatively affect your retention/churn rates as well. This document provides an overview of what’s changing and why, the challenges associated with those changes, and some things you can do to avoid potential losses and gain competitive advantage.
Download PDF