Social CRM Has Made Your New Customer Service Systems Obsolete



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Even the newest customer service systems fail to keep pace with the demands of the "social customer." Buyer demands for better systems will drive a rapid round of acquisitions in the market for social tools.

Table of Contents

  • What You Need to Know
  • Analysis
    • Obsolete Business Applications for CRM
    • Social Collaboration Trends Guide the Direction of Customer Service-Oriented Application Development
    • Bottom Line
      • General
      • Employee-to-Employee Collaboration
      • Customer-to-Enterprise Interaction
    • Bridging the Gap to Social-Centric Customer Service Contact Centers
  • Recommended Reading
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