Generative AI’s use for knowledge management (KM) is growing in customer experience programmes, suggesting a new vocation for KM. We find out how Continue Reading ...

Zurich Insurance Group is using AI in its new customer relationship management system to help agents provide more tailored ...

And your customer service team needs to be able to promptly address customer inquiries and complaints effectively in order to maintain customer satisfaction. Enter customer relationship management ...

♦ Sales: Administers customer relationship management tools and analytics This siloed approach ... This inconsistency can confuse and frustrate customers as they encounter varying levels of service ...

ServiceNow’s new AI Agent Fabric uses A2A and MCP to let agents interact with third-party systems. Those systems can be tools ...

The longtime ITSM platform provider believes it can elevate CRM functionality by focusing more on customers, in addition to ...

The Customer relationship management system (CRM): helps manage customer data. It supports sales management, delivers actionable insights, integrates with social media and facilitates marketing ...

Narayanan, V.G., and Lisa Brem. "Customer Profitability and Customer Relationship Management at RBC Financial Group." Harvard Business School Case 102-043, February 2002. (Revised March 2002.) ...

When each party in a customer service relationship feels valued and trusted ... As team members move up the management ladder, service leaders also have a responsibility to support the career ...

Salesforce announced the launch of an agentic employee service platform on Tuesday. The company's primary offering is the ...