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Social CRM For Dummies by Jon Ferrara, Stephanie Diamond, Kyle Lacy

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Chapter 17

Top Ten Customer Service–Centric Social CRM Solutions

In This Chapter

  • Introducing the top customer service CRM firms
  • Checking out the strengths, weaknesses, and opportunities of each vendor

We believe that all CRM is a function of the customer experience. Whether customers typically call into a customer support line or complain on Twitter, a successful customer service model is needed in order for any size organization to thrive. The competition is just too fierce. Customer service is the deciding factor of whether a customer will continue to be a customer.

In no way, shape, or form is customer service easy. However, when you're on the level of an Amazon or Best Buy, it can be fairly hard to answer thousands of phone calls, tweets, and e-mails per day, but you do have to manage it.

Here's where this chapter comes in: We've compiled a list of the top ten CRM packages available on the market. They all fit in the mold of the social CRM model, but they just happen to have deeper functionality in customer service and support.

Sword Ciboodle

In addition to having an amazing name, Sword Ciboodle, shown in Figure 17-1, has been ranked among the top (and best in class) companies for process-centered CRM solutions. This means they kick butt in the world of complex call and contact centers.

Sword Ciboodle covers both sides of the equation, with Ciboodle Flow to Ciboodle Crowd, tracking and managing the customer experience. Whether you need live chat ...

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