Azuqua: Eliminate Your Silos and Connect Cloud and SaaS Applications

Kate Legett, VP and principal analyst at Forrester in a September 2015 blog post wrote in her post, CRM is Fragmenting. It’s A Controversial Topic: Keep customer experience front and center of your company. Make sure that you are supporting your customers through their end to end journey with easy, effective, enjoyable engagement, even when the customer’s journey crosses technology platforms. The CRM fragmentation creates a pain that ripples to the customer experience. A 2015 Cloud Report

Growth of Social Customer Service

When we’re consulting with large companies who wish to take the plunge into social media, the first series of questions we ask them are about their customer service infrastructure. While marketing teams look to social media to amplify their messaging online, the customers of those companies are expecting that it’s a new medium where they demand a response. From Bluewolf: Forward-thinking companies are investing in tools that arm not only their customer service agents, but