Filter by

  • Publication Year
    To
  • Availability
  • Attachment
  • Collection Type
    See More
  • General Material Designation
    See More
  • Location
  • Language
Found 2 from your keywords: author=Tim Hines
cover
Knowledge Management is NOT an Add-on
Comment Share
Tim Hines

Has a CRM or incident management vendor ever told you how wonderful their knowledge management “module” is? If so, beware: knowledge management must be the core of any successful CRM deployment, not an add-on module. Knowledge is power—but only when it is deeply integrated into the customer experience, the agent experience, and the enabling technology. A vendor with a knowledgebase modul…

Edition
-
ISBN/ISSN
-
Collation
1-5
Series Title
-
Call Number
-
cover
Making Support Social: Turning Customer Engagement Into Customer Success
Comment Share
David Kay, DB Kay & Associates, and Tim Hines

Social media is fundamentally changing how businesses and their customers interact. According to Forrester’s Social Technographics® research, more than four out of five U.S. online adults use social media at least once a month.2 Most Internet users aren’t passively consuming content; they’re creating it: blogging, rating, commenting, debating and collaborating. There are many reasons w…

Edition
-
ISBN/ISSN
-
Collation
1-11
Series Title
-
Call Number
-