Archive | June, 2012

How Many Angry Customers Are You Creating at $15 Each?

John Burton, a Director of Product Management on the CRM Team at SAP, posted an article yesterday entitled “Uh, Oh!  Call Center Reps Gone Wild!” In it, John writes rather colorfully about the apparent lack of balance in many organizations between efforts to create great customer experiences, on the one hand, and enforcement of corporate […]

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