Probably the biggest impediment to delivering smart customer service starts with the decisions you made yesterday. Those decisions were most likely pretty good ones based on the realities that existed at the moment, and may have even anticipated newer trends, such as social media. But let’s face it. The business landscape is changing all the time, and it’s quite possible that your processes, technology, and work force have had a hard time adapting in a way that makes sense in the current environment. 

The key to delivering smart customer service is that it needs to be constantly re-evaluated, especially after seminal shifts in technology and larger trends (such as social media). That constant re-evaluation may necessitate hitting the reset button once in a while, after you take a fresh look at your processes and operation and see if what you’ve built and assumptions you’ve made in an earlier era still make sense moving forward.

In this month’s installment of CRM magazine’s Best Practices Series, you’ll hear from seven leading solution providers offering insights on how to make sure your organization’s quest for delivering smart customer service is as productive and efficient as it can be.

Bob Fernekees
VP/Group Publisher, CRM Media
Information Today, Inc.