Customer Relationship Management or Customer Service Management?
Balancing customer relationship management (CRM) and customer service management (CSM) systems is crucial for improving organisational efficiency and customer satisfaction.
Balancing customer relationship management (CRM) and customer service management (CSM) systems is crucial for improving organisational efficiency and customer satisfaction.
When all you have are large language models (LLMs), everything looks like a prompt. Enterprises must avoid falling into the trap of the law of the instrument, a.k.a. Maslow’s Hammer.
Legacy systems are typically challenging for CIOs – they often support critical business processes; they are expensive to replace and increasingly don’t meet business needs. As a result, they have been historically placed into the too hard basket. CIOs with significant legacy issues need to develop a deliberate strategy to address these challenges, rather than the squeaky wheel approach.