Ten reasons why social CRM projects fail, at a glance 1. Wrong culture 2. No compliance policy 3. No established goals 4. Lack of managerial support 5. Insufficient staffing 6. Unwilling to listen to customers 7. Can’t effectively respond to customers 8. Poor internal communication 9. No plan for key influencers 10.
Digital Customer Service Consultant, Trainer, Author, Speaker. Negli anni '90 partecipa alla startup della prima compagnia assicurativa online in Italia seguendo l'intero ciclo di vita del cliente. Dal 2013 come consulente e formatore aiuta le imprese a sfruttare il servizio clienti digitale come leva di business. Fondatore di CustomerServiceCulture.com, è autore di libri tematici e speaker a convegni in Italia e all'estero. Lecturer all'Università Bicocca di Milano
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