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Ashley has spent the last six years reporting and writing business news and strategy features. Her work has appeared in myriad publications including Inc., Upstart Business Journal, the Austin Business Journal and the North Bay Business Journal. Before joining Software Advice in 2012, she worked in sales management and advertising. Currently, her research focuses on various topics related to CRM software, sales, customer service and marketing strategy.
When Ashley isn't writing about software, you can find her hiking, floating Central Texas rivers or hanging out with her two perfect puppies. She is a University of Texas graduate with a bachelor's degree in journalism.
ashleyverrill@softwareadvice.com
(512) 582-2314
Software Advice helps buyers find the right software for their business. Our experts constantly publish product profiles, comparisons, best practices guides and other research to this site. These experts are also available by phone to provide free consultations for software buyers.
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(800) 918-2764
Customer relationship management software (CRM) has a history stretching back to the 1980s with the evolution of database marketing. From the first product to hit the market ACT!, to the birth of Salesforce and the increasing popularity of “social CRM” dubbed products. The industry is certain to continue evolving.
Software Advice recently moderated a live online debate in Google+ called, “Is Customer Service the New Marketing?” This panel of expert speakers and authors discussed how the roles of marketing and customer service have evolved, and strategies for accommodating these changes.
Buyer personas define what potential customers value, want, fear, and object to when they shop. This data is typically revealed during the pre-purchase phase of the customer life cycle, but HubSpot postulates that behaviors expressed during customer service interactions can reveal traits relevant to buyer motivation.
We will host a live debate later this month called “Is Customer Service the New Marketing?” A star lineup of thought leaders and authors will discuss whether investing in a Zappos-level of customer service makes more sense in a world of social media, customer reviews and diminishing return on traditional marketing spend.
Luxury hotel brand Ritz-Carlton is know worldwide as a model for customer service success, with companies such as Apple following their best practices. Software Advice recently sat down with Ritz VP Diana Oreck to try and discover the secret to their legendary customer service sauce.