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Category: CRM

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Don’t You Know Who I Am?

  • Posted on February 26, 2014February 26, 2014
  • by Alan Berkson

Don’t you know who I am? Big businesses, you can stop reading now. You have no excuse. But you small-to-midsize businesses — you SMB’s — I’m talking to you. A recent phone call got me thinking. I don’t usually answer the…

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  • CRM

Apply eBay Transaction Model to Customer Service?

  • Posted on July 21, 2010
  • by Alan Berkson

One of the principles of the Intelligist Group is the concept of Undiscovered Assets. During the weekly #custserv chat on Twitter hosted this Tuesday by Jeffrey Kingman and Marsha Collier I noticed a heated thread on getting feedback from customers. Here’s…

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  • CRM

Back In Business

  • Posted on July 17, 2010October 26, 2011
  • by Alan Berkson

Ahh…finally! At last our Intrepid Hero can get back to focusing on the reason he’s in Alabama in the first place – assisting with the oil spill cleanup effort.

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  • CRM

Dell Saga: You Can’t Make This Stuff Up

  • Posted on July 15, 2010March 13, 2012
  • by Alan Berkson

So I got a call last night from our Intrepid Hero. He said I have good news and bad news. The good news is you have a new blog post. The bad news, let me explain…

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  • CRM

Customer Service: The Saga Continues…

  • Posted on July 12, 2010October 26, 2011
  • by Alan Berkson

What’s wrong with this? Social Media gets eaten up by the old school support system. Instead of contacting the customer and getting the story straight, this person read the notes in the system and fell in with the same false assumptions and misdirected conclusions. Engaging in Social Media doesn’t automatically make your CRM more effective.

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  • CRM

Shouldn’t Customer Service be a Marketing Opportunity?

  • Posted on July 7, 2010October 26, 2011
  • by Alan Berkson

How would Texas-native Michael Dell have responded had he known there was a Dell customer lending a hand in the Gulf cleanup who needed a little extra attention? What public relations opportunity was missed?

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