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.
Neil Davey is the managing editor of MyCustomer. An experienced business journalist and editor, Neil has worked on a variety of newspapers, magazines and websites over the past 20 years, including Internet Works, CXO magazine and Business Management. He joined MyCustomer in 2007.