Craig Borowski is a Content Analyst at Software Advice, covering changing trends in the SMB market, with a focus on CRM, customer service and digital (and offline) customer experience strategy. He graduated from Colby College in 1997, moving then to Taipei, Taiwan to begin a career in journalism, publishing and translation. He has held senior positions as editor and columnist of a bilingual edition of TIME magazine, authored a dozen books and served as a Chinese-to-English translator for clients including the Taipei Times, The China Post, Acer Inc. and the Office of the Mayor of Taipei. Craig joined Software Advice in 2013 after two years as CMO and service strategist for the U.S. branch of a German consumer products manufacturer.
To guide you on your path to enlightenment, we’re presenting two related tips that can improve the efficiency of your help desk and organization as a whole.
This report explains the context of a “customer first” culture and provides advice for taking those first few steps.
This is a good question—and one we frequently help answer. In this report we share some insights and tips we’ve learned along the way.
This article offers suggestions for implementing a company-wide CRM.
In this article, we’ll compare popular cloud help desk solutions and provide examples of the business benefits this type of modernization brings.
One key takeaway from that article is that deliberate changes to a corporation’s culture can be difficult to realize, for several reasons.
This examination will help businesses learn about the impact of live chat, particularly on certain demographic groups to make informed decisions about implementation.
Interviewed for CRMXchange
Panelist on SAP’s Game-Changers Radio
Q&A for Smart Customer
Interviewed on EnterpriseAppsTech
Interviewed on CRM Buyer
Harvard Business Review Contributor
Interviewed for eWeek
Callback technology research mentioned on Hyken.com
Big data research mentioned on ClickZ
Live chat research mentioned on LemonStand