CRM
Improve customer relationships with CRM
In Deloitte’s Digital CRM study published in 2020, 92 percent of the CRM decision-makers surveyed described effective customer relationship management
Robert Cwicinski
AI and machine learning
Measuring AI in customer service: How to read the KPIs
Many customer service teams now use AI and see rising resolution rates from their artificial colleagues in dashboard metrics and
Alina
Leafworks
Leafworks at Gut Hungenbach: Working on the Recipe
At some point, rocket leaves started showing up – suddenly salad tasted really bold! Most people loved it, some not
Mieke
AI and machine learning
AI in customer service: automation, chatbots and the future of support
AI in customer service – questions many teams are asking: “Will my team be replaced by AI?”“Is AI really worth
leafworksadmin
Customer Service Strategy
The 10.5 Commandments of Customer Centricity
Customer centricity which is more than just a wall sticker or an abstract guiding principle, but is genuinely at the
Mieke
CRM
Zendesk Sell alternative: How to find the right replacement for your CRM
Aug 31, 2027 Zendesk Sell will be permanently retired CSV only Emails, call logs & documents cannot be exported Pipedrive
Marvin
Customer Service Strategy
Creating a customer service roadmap: Why & how
Create a service roadmap: from reacting to shaping Many customer service teams work hard – they resolve tickets, train agents,
Robert Cwicinski
Customer Experience
Service maturity: Where does your customer service stand today?
1. Know where you’re starting from To plan a route, you need a starting point as much as a destination
Robert Cwicinski
Customer Service Strategy
Service efficiency: Scaling profitably = reducing costs?
TL;DR: Efficiency ≠ cutbacks, because simply reducing costs inevitably leads to a decline in quality. Tactical and strategic skills: e.g.,
Robert Cwicinski