Getting action out of online interaction

Getting action out of online interaction
Phil Ryan, CRM solutions manager for Ergo: ‘Increasingly, our job is to help clients understand where they might go’

Customers rarely want to spend time on hold to your call centre, but they’re glad to talk to you on social media. How do you harness that?

As customers in both the public and private sector emerge from recession, an increasing number of them are choosing to invest in Customer Relationship Management (CRM) software, according to Phil Ryan of Ergo.

“There’s a huge amount of activity in the sector,” he said.

“A lot of businesses and organisations have either not invested or under-invested in their CRM systems over the past few years, or have put tactical solutions in play. But now...

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