June 12, 2015

Are you married to your customer, or did you just have a one night stand?

Talking with a customer experience leader at a high-tech manufacturing firm the other day, we got to talking about how they often find it difficult to […]
May 17, 2013

Customer engagement, social CRM and cool tools for professional services firms – Interview with Mark Bower

Today’s interview is with Mark Bower, co-founder and CTO of CubeSocial, who are developing and have launched some cool products in the social CRM and customer […]
July 20, 2012

Customer Service: Here’s Some Tips on How to Ensure Self-Service Success

Back in April Lauren Carlson, a CRM Market Analyst at Software Advice, provided a guest post (Five Great Customer Service Apps for Mobile) whilst I was […]
June 19, 2012

Ignoring complaints on social media may be deafening your customers

I read an article recently on TechRadar’s site (70% of customer complaints on social media ignored: Marketing ignores 70% of social media complaints). Now, if you […]