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Woody Driggs |
Architectural CRM Keeping pace with changing customer needs is critical in this competitive growth economy to establish unique market positions, but how much is enough? Drawing a customer treatment blueprint will help businesses build their front and back strategies.   |
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January 2, 2015
Marriann Cole |
4 Building Blocks for Improving Customer Service Listening to customers' voices shouldn't stop when the sale is made. |
CRM
September 2013
Leonard Klie |
Which Interaction Channels Are Most Popular? Interactive Voice Response (IVR) and email top the list, but online customer support gains ground. |
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January 30, 2015
Michael Hvisdos |
The Surprising Key to B2B Customer Loyalty Unless we change internal structures and turn to market strategies that make it easy for our customers to do business with us, we can't expect them to remain loyal. |
CRM
December 2013
Leonard Klie |
Overcome Multichannel Customer Service Challenges Effective strategies start with talking to customers. |
CRM
July 1, 2006
Collins, Dahlstrom & Singer |
Customer Segments Matter Executing segment-based strategies requires organizational change and a significant reorientation of planning and performance management processes. Taking the plunge will catalyze a closer relationship between the company and its customers. |
CRM
August 2014
Wollan & Quiring |
Are You Wasting Your Customer Experience Spend? B2Bs must close the gap between spending and results. |
CRM
January 2016
Robert Wollan |
B2B Customers Want a Good Experience, Too Products and pricing alone won't cut it; B2B vendors need to deliver valued experiences |
CRM
August 17, 2012
Joe Cordo |
How to Get Value from Big Data Five ways to embrace the information you have. |
CRM
May 1, 2006
Collins, Nair & Schumacher |
Reaching the Next Level of Performance in Marketing Marketers should expand their focus and look for opportunities to drive incremental revenue across all stages of customers' interactions. |
CRM
August 19, 2011
Saurabh Mittal |
Six Myths of Social Media Understanding the evolving customer service social landscape. |
CRM
September 13, 2013
Grant Johnson |
Engage and Keep Customers with a Dedicated CXM Approach A dedicated focus on customer experience management is required across the entire customer journey. Here is a three-step plan to cultivating consumer loyalty. |
CRM
October 11, 2010
Ben Martin |
The 5 Realities of Customer Retention Here are five things you must do to retain customers and maximize the revenue potential they offer your business in today's increasingly collaborative world. |
CRM
November 9, 2012
Ravi Vijayaraghavan |
Applying Data Analytics to Customer Interactions A three-part framework for making data work for your business. |
CRM
October 2011
Brian Walker |
Harnessing Customer Experience Management Solutions New software helps to handle multiple consumer touch points. |
CRM
April 1, 2008
Woody Driggs |
Serving Up Customer Delight Embracing customer centricity isn't the same as delivering it. |
CRM
January 2016
Barton Goldenberg |
Why Amazon's and Uber's Digital Strategies Excel A coherent digital vision is elementary |
CRM
August 12, 2010
Glen Manchester |
Multichannel Is Not Enough: 6 Steps to Engaging Customer Communications Context and relevance are critical elements to maximize customer engagement and loyalty. |
CRM
March 29, 2013
Bhupendra Gupta |
Look to Customer Experience Data to Solve Business Problems Less consumer effort results in higher satisfaction. |
CRM
July 24, 2015
Jill Hewitt |
Why You Need a Customer Experience Map Retail organizations are constantly seeking ways to improve the customer experience. The best way to get inside your customers' heads -- and keep them happy -- is to chart their journey. |
CRM
June 1, 2009
Marshall Lager |
Sales and Social Media: No One's Social (Yet) Social computing is still working its way into the consultative sales process. For most sales forces, that's just fine. |
CRM
July 2014
Sarah Sluis |
4 Ways to Master Omnichannel Selling Salespeople must track the customer journey across multiple channels and be more collaborative than ever. |
CRM
December 1, 2015
Oren Smilansky |
B2B Companies Are Struggling With CX, and It's Eating at Their Bottom Lines An Accenture study finds that business-facing companies are failing to deliver the experiences their customers expect. |
CRM
May 2013
Donna Fluss |
The Rise of Social Customer Care Best practices for staying on top of the new service landscape. |
Inc.
August 2003
Cara Cannella |
Why Online Exchanges Died In many industries, B2B exchanges were simply not to be. |
CRM
June 1, 2009
Christopher Musico |
Service and Social Media: You're Not Social (Enough) Communities and channels are rapidly expanding - and your company needs to at least know its place in all of them. |
CRM
July 12, 2013
Duke Chung |
Made-to-Order Customer Experiences Why customer service will -- and should -- never be the same. |
CRM
November 14, 2014
Samantha Stallard |
5 Tips for Effective B2B Content Marketing Have a strategy that supports your goal. |
CRM
July 2011
Brittany Farb |
Mobile e-Commerce in the B2B Sector While mobile e-commerce is trending for retailers, it also is a hot tool for business-to-business marketing. |
Search Engine Watch
September 7, 2009
Erik Qualman |
Social Media for B2B Many executives incorrectly believe that social media isn't applicable for their B2B company, but they're wrong. Many of the same social media principles we preach for B2C companies can be adjusted to also apply to B2B. |
IndustryWeek
December 1, 2008
Jill Jusko |
Bookshelf: New Product Blueprinting: The Handbook for B2B Organic Growth Business-to-business suppliers have "severely" limited themselves by using business-to-consumer practices to understand customer needs, writes author Dan Adams in his book. |
CRM
November 21, 2013
Sarah Sluis |
B2B Selling Is Taking Cues from B2C Interactions Mobile and social technologies are making business buyers act like consumers. |
