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Read this phase for prioritized requirements for text-based support and a vetted shortlist of the technologies needed to enable it.
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Ensure traceability for your text-based customer support requirements.
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Read this phase for an overview of customer service workflows and escalation policies, as well as risk mitigation considerations.
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Use the Text-Based Customer Support TCO Tool to help determine if one or more use cases for text-based support make sense for your organization to pursue.
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Use the Text-Based Customer Support Acceptable Use Policy to mitigate risks by clearly communicating expectations for both effective and ineffective (or prohibited use) of...
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Request for proposals provide organizations with the opportunity to give vendors a detailed account of the requirements and the expected capabilities of their desired...
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Once RFP responses have been received, organizations selecting a CRM Suite need a way to compare vendors across similar criteria. Use this RFP scoring tool to objectively...
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Use this tool to help build a CRM strategy for the organization based on the specific use case that matches your organizational needs.
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Use this template to support your business's evaluation of vendors and their solutions. Provide vendors with scenarios that prompt them to display not only their solution's...
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This blueprint will help you develop a technology strategy for customer experience management and adopt best practices for managing your organization鈥檚 customer-facing...
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