Dear [contact-First_name],
Welcome to the Summer 2009 edition of helpdesk.com's
quarterly newsletter -- The Service & Support News -- the premier
newsletter for help desk, CRM, and IT professionals.
This month's feature story examines the role of CRM consultants, and how recent market shifts have impacted their methodologies and business practices. Enjoy!
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FEATURE STORY
The New Breed of CRM Consultant
(Source: CRM Magazine)
Excerpt: It’s clear that the professional services field hasn’t just packed up and faded away. Part of that is due to the continued existence of on-premises CRM implementations, which many analysts say will always have a place in the industry.
However, as organizations ease away from on-premises software and look more favorably upon SaaS solutions, large-scale consulting and implementation lightens up, too. The consensus seems to be that the demand for professional services is still high—it’s just coming in a different form nowadays.
THE SURVEY SAYS...
According to our most recent helpdesk.com web site survey:
UPCOMING INDUSTRY EVENTS
Customer Management World Australia 2009
June 2-3, 2009
Sydney, Australia
Customer Self Service Conference 2009
July 1-3, 2009
Jolla, CA
Contact Centres World, Africa 2009
August 17-21, 2009
Johannesburg, South Africa
Loyalty World
September 21-24, 2009
London, UK
Frost & Sullivan Customer Contact 2009, West
October 18-21, 2009
Huntington Beach, CA
>> More events
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RECENT INDUSTRY ARTICLES
In More Ways Than One
(destinationCRM.com)
Abstract: Ultimately, the goal of a successful multichannel service strategy should be to make the different communication vehicles chosen so seamless and cohesive that the customer doesn’t even fully recognize all the integration work involved. Today’s customers, in fact, don’t necessarily give a second thought to combining different technologies in their own decision-making anymore.
The top 10 customer experience questions
(SearchCRM.com)
Abstract: This FAQ series was designed to help you get quick answers to some of the most common customer experience management questions. Learn how to deliver a great customer experience, create a customer experience strategy, track the customer experience across all touch points and more.
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