Cloudforce Calling London Social BusinessesFive highlights from the London Cloudforce conference that will help take your company's CRM program to the next social business level.

Panasonic Reveals Keys To CRM Project SuccessThe electronics giant adopted salesforce.com to more accurately forecast sales and to provide a single point of contact for all of its B2B customers.

6 Hot Contact Center ‘In The Cloud’ TrendsMany businesses have been asking us whether they shouldn’t just move their contact center wholesale to the cloud. Here’s our response.

Social Business: Are You A Player?What’s the next, best step for your business to capitalize on social media? Learn how to find the answer that offers the biggest business upsides.

No CIO Gets Fired For Recommending Cloud CRMCalling all IT professionals: Do you want to battle a legacy CRM system, or is it time to migrate to the cloud? Beyond the technology fun-factor, don't forget faster business innovation, as well as the career upsides.

Steve Jobs Couldn’t Sell CRMTry some antisocial behavior during a CRM project, and you can kiss your project success goodbye.

4 Social CRM Strategy SecretsTo see marketing, sales and service benefits from social networks, start by creating a social CRM strategy.

Team Collaboration Secrets: Make Social Media DeliverSocial media and mobility offer opportunities for improving how customer-facing teams can work together, as well as collaborate with customers.

4 CRM Strategies Spell Insurance Industry SuccessWhile insurance companies may have a reputation for moving slowly, in fact they've long embraced CRM initiatives that lower operating costs and increase revenues.

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How Do You Measure Against These Capabilities?

Does your service program need help in one -- or more -- of these proficiencies? Contact Innoveer to discuss your specific requirements or goals, and how we can help.

Agent scorecard: Do you rank each agent based on performance and provide direct feedback to improve competency?
Social media: Are tools such as Facebook and Twitter fully integrated into your customer service queue?
Personalization: Are all service channels customized to customer desires?
Intake: Are you developing intake processes tied to specific customer tiers?
Experience management: Do you have the right SLAs, and do you meet those SLAs?
Offers: Do you provide personalized offers to each customer based on profile and history?
Measurement: Are specific mechanisms in place to capture best-in-class customer care?
Closure: With every case closed, do you automatically gather feedback to improve processes?
Analytics: Are you predicting where problems will occur and solving them before trouble tickets appear?
Sharing: Do you share information with sales and marketing to better achieve all customer-facing goals?

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