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.
Discover the top 10 technology disruptions poised to change small businesses over the coming years, and learn what steps you can take to prepare for them.
This infographic presents highlights, facts and figures from our recent analysis of nearly 10,000 CRM buyer's requirements, budgets and pain points.
With so many customer service metrics out there, it can be tough to understand which ones you really need to measure. Use our "cheat sheet" to find out.
On the heels of its historic IT breech, Equifax takes time out to teach us three important customer experience strategies.
A bad customer service experience can lead to a bad online review. Here's our five-step process to help SMBs recover, learn from and prevent bad reviews.
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