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Redefining CRM: From Reactive to Proactive Customer Service

Current CRM systems excel at managing customer engagement and data. However, they weren’t designed to enable customer service teams to help customers proactively.

In this on‑demand webinar, Michael DeSalles of Frost and Sullivan presents new approaches to customer service management that can help you eliminate the reasons why customers call in the first place–including self‑service, automation, and the ability to connect customer service to the rest of the enterprise to resolve issues.

Michael is joined by Terence Chesire, Director of Product Management at ServiceNow, who demonstrates how businesses are transforming customer service by:

  • Simplifying and automating recurring customer requests
  • Assigning and holding other departments accountable for issue resolution
  • Transitioning from reacting to problems to anticipating them

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