Harvard Business Review: Beyond CRM: Redefining Customer Service in a Connected, Digital Age

A new approach is needed, one that is effortless, digitally optimized, and capable of resolving issues before they impact a customer. Customer service is at an inflection point, in both the business-to-consumer and business-to-business sectors. Costs continue to skyrocket as the volume of inquiries increases, even as customer service budgets remain flat. Customer expectations seem to increase by the hour. Make a mistake or fail to resolve an issue quickly, and businesses may quickly see a decline in customer satisfaction and revenue.