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• 5 Reasons why CRM Fails
  This white paper addresses why most CRM tools do not perform an adequate job in optimizing the customer experience. CRM platforms come in many flavors, but nearly all fail to effectively address the customer experience because they record-centric rather than process-driven to address the variety of customer needs
• 6 Pieces of Research Every Customer Service Pro Should Know
  Looking to make your point in a presentation about customer service? Trying to sell the case to the boss? Here are 6 pieces of research that you may find valuable whether you are making the case to the executive team or simply writing a blog post.