Inside the Briefcase

Infographic: The Three Pillars of Digital Identity: Trust, Consent, Knowledge

Infographic: The Three Pillars of Digital Identity: Trust, Consent, Knowledge

8,434 adults were surveyed to gauge consumer awareness of...

FICO Scales with Oracle Cloud

FICO Scales with Oracle Cloud

Doug Clare, Vice President at FICO, describes how Oracle...

Is Your Enterprise IT the Best It Can Be?

Is Your Enterprise IT the Best It Can Be?

Enterprise IT is a driver of the global economy....

The IoT Imperative for Consumer Industries

The IoT Imperative for Consumer Industries

This IDC white paper examines current and future...

How to align your visual brand guidelines and create consistently on-brand content

How to align your visual brand guidelines and create consistently on-brand content

In this ebook, we’ll explore the various themes leading...

Worst Practices: 3 Ways Businesses Fail at Social CRM

July 29, 2011 No Comments

The worst thing you can do is engage in a dialog, but then leave the customer hanging as you try to iron out your internal processes. That has the same effect on the customer as a call center agent who’s not empowered to solve problems — it leaves the customer frustrated and raises questions about your competency. It’s better not to engage than it is to engage in a way that deepens the customer’s irritation.

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SOCIAL BUSINESS

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