Contact center agents have to handle a lot of data—and have to funnel it fast to handle customer requests. A knowledge base (KB) can act as a crystal ball to solve issues, but one industry analyst ...

在上周举办的 Knowledge 2025 大会上，ServiceNow 推出了一个全新以 AI 驱动的 CRM 平台，同时加大了对 CRM 市场的关注，此举对传统方法和既有市场领导者构成了挑战。ServiceNow 的这一战略举措正值企业需要应对日益复杂的客户旅程，并满足由消费者赋权所推动的新需求 ...

Base CRM does a solid job of delivering a simple to use CRM aimed at small business customers. It even manages to set itself apart through some advanced analytic capabilities and reporting. While the ...

At its Knowledge 2025 event last week, ServiceNow unveiled a new AI-powered CRM platform and an increased focus on the CRM market that challenges traditional approaches and established leaders.

The instant-access world we live in has forced companies to find ways to answer their customers’ inquiries now, or at least as quickly as humanly possible. After all, when a customer service ...

Discover how a powerful knowledge base can be your secret weapon for bettering customer service, agent satisfaction, and your business’ bottom line. Knowledge is power, especially in customer service.

Salesforce.com said Wednesday that it will acquire InStranet, which provides knowledge management software for call centers, and integrate its technology with its existing CRM customer service and ...

More importantly, by not having to search for customer information, sales staff have more time to focus on what they do best ? closing business. Since enterprise focus should be customer-centric, CRM ...

Customer Chemistry: How to Keep the Customers You Want – and Say “Good-Bye” to the Ones You Don’t, by Susan Greco and Mary Naylor (McGraw-Hill, 2002). Customer Relationship Management, by Kristin L.

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