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Serving the social customer: Is your service department fit for purpose?

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15th Sep 2011
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With the proliferation of social media, the customer service department and the service agent is having to adapt to the changing demands of the modern customer. Michael Peachey, director of marketing, Service Cloud at Salesforce.com, explains why many legacy CRM systems are no longer fit for purpose, and what changes need to take place for the modern service department to meet the needs of social customer.

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