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CRM
June 2015
Leonard Klie |
CX Spending Is on the Rise Companies start to see value in their customer experience efforts   |
CRM
August 2011
Chan & Hernandez |
CRM Analytics: Shifting the Balance What's relevant to customers and sustainable for businesses? |
CRM
January 2012
Leonard Klie |
Customer Service Is a Complex Ecosystem As more communication channels become available, running contact centers has become increasingly complex. |
CRM
September 2015
Roxana Strohmenger |
Demystifying Customer Experience Quality To deliver a better experience, you have to understand what quality means for your customers |
CRM
June 25, 2013
Maria Minsker |
Customer Experience Needs to 'Mature' Forrester urges firms to tailor their CX approach to connected customers. |
CIO
February 23, 2015
McNabb & Leaver |
Customers Should Be at the Center of the CIO's Agenda CIOs should focus on systems that deliver a great customer experience at every interaction, according to Forrester Research analysts |
CRM
August 2012
Kelly Liyakasa |
With More Data Comes More Complexity Companies need to align their metrics with functional issues and corporate goals when deciphering big data. |
CRM
September 2015
Oren Smilansky |
Brands Must Improve Customer Experience in E-Commerce Customers expect excellent experiences, even during transactions |
CRM
April 22, 2015
Maria Minsker |
Evergage Integrates Its Real-Time Personalization Tool with Google Analytics The integration makes user experience reporting available on a familiar interface. |
CRM
July 2011
Leonard Klie |
Just the Facts? Not Really Many firms use analytics data inconsistently and rely on personal experiences when engaging customers. |
CRM
November 2015
Donna Fluss |
Speech Analytics Is Important to Your Future Analyzing what your customers say to agents can have huge operational benefits across an enterprise |
CRM
November 11, 2011
Leonard Klie |
Companies Fail the Test with Metrics New research from the Temkin Group suggests that while executives at many companies feel they are doing a good job with their customer experience metrics, very few of them are actually passing the test. |
CRM
June 2004
Jim Dickie |
The Bake-at-Home Version of CRM Some companies still prefer to whip up their own CRM systems--and are having success doing so. |
CRM
September 2012
Judith Aquino |
Working from the "Outside In" Forrester Research reveals customer experience insights and analyses. |
CRM
December 2015
Harley Manning |
Can Better Customer Experience Improve Your Bottom Line? A correlation exists, but it depends on your industry, your competitors, and your customers |
CRM
September 2010
David Rich |
Marketing on a Leash Tight budgets and heightened expectations combine to pose a challenge. |
CIO
April 29, 2013
Kate Leggett |
Why CIOs Should Invest in Happy Customers It's time for CIOs to find out which communication technologies customers prefer, and give customer-service reps the data they need to answer questions, says a Forrester analyst. |
CRM
January 2010
Christopher Musico |
Innovation Picks Up Static In the pursuit of consumer sentiment, has the industry skipped over speech analytics and jumped on the social media bandwagon? |
CRM
November 2015
Leonard Klie |
Brands Must Be Loyal to Loyalty Members Rewards need to be more personalized and tailored to individual program members |
CRM
March 2011
Robert Wollan |
The Service Provider--Customer Paradox Fewer consumers are switching, but that doesn't mean they are happy. |
CRM
November 2012
Leonard Klie |
Companies Struggle to Manage Customer Analytics A Forrester report highlights big data challenges companies face. |
CRM
June 1, 2006 |
Statistically Speaking State and local IT spending is expected to grow... Call center agent positions within Mexico are expected to rise... The use of speech analytics applications will grow in the contact center... etc. |
IndustryWeek
July 1, 2007
Brad Kenney |
Web 2.0 Adoption According to a recent McKinsey executive survey, 70% of respondents say they are using some combination of 2.0 technologies for communicating with their customers. |
CRM
June 2015
Michael Vickers |
Is Your CRM System Social Media Friendly? Empower collaboration to create customized experiences |
CRM
May 10, 2013
Syed Hasan |
Choose a Winning Combination of Customer Experience Metrics Improve customer loyalty with the right mix of customer experience management (CEM) solutions. |
CRM
August 27, 2003
Jim Dickie |
The CRM Report Card Is In Companies get fewer F's, but not nearly enough A's. |
CFO
June 15, 2012
Marielle Segarra |
Going Digital Big data and digital marketing become top strategic priorities. |
CRM
December 2013
Sri Sridharan |
Customer Analytics: Moving Slowly Toward Maturity Striving for analytics gold is not a sport for amateurs. |
CRM
October 7, 2011
Leonard Klie |
Mzinga Announces OmniSocial 2011 Extended social business ecosystem solution features advanced analytics and business intelligence. |
CRM
February 2003
Ginger Conlon |
Can't Get No Dissatisfaction In an exclusive survey conducted, CRM magazine finds that a surprising number of executives are pleased with their CRM system -- and with their results. |
CRM
November 2014
Donna Fluss |
Speech Analytics Is Starting to Make a Difference With skilled analysts behind them, these solutions can enhance the customer journey. |
Food Engineering
December 1, 2005
Karen Schweizer |
25th Annual Salary & Job Satisfaction Survey: The Right Fit Improves Satisfaction How do you find employees who will be satisfied and loyal? One key -- provide balance. |
CRM
July 1, 2009
Donna Fluss |
Contact Centers and the Age of Analytics A variety of applications promise revenue generation and cost reduction. |
CRM
October 2015
Leonard Klie |
The Age of Speech Analytics Is Close at Hand The Johnny-come-lately in contact centers is poised to become Johnny-on-the-spot |
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
July 17, 2012 |
Salesforce Radian6 Delivers New Insights An expanded partner ecosystem also caps the Radian6 social media monitoring and listening tool. |
CRM
December 2014
Leonard Klie |
5 Hot Customer Service Technologies The latest innovations add a sense of immediacy to customer interactions. |
CRM
November 2013
Leonard Klie |
Companies Will Promote Products on Social Media Attention shifts from gathering product feedback to greater customer engagement. |
Information Today
November 5, 2015 |
McGraw-Hill Education Studies Students and Technology Students see greater potential for technology in college than is currently being used. |
CRM
August 2013
Esteban Kolsky |
Expect the Unexpected from Customer Experience For true results, try, try, and try again. |
CRM
May 2011
Leonard Klie |
Speech Analytics Captures Consumer Sentiment Technologies blend data from different sources, emotional states, and moments in time |
CRM
May 2015
Robert Wollan |
Tapping the Switching Economy Three tips for keeping customers from straying. |
IndustryWeek
October 19, 2011 |
Do Performance Metrics Boost Performance? Survey results show a majority of manufacturers employ performance metrics to improve their performance. |
CRM
July 25, 2013 |
IBM Releases Digital Experience Software The app makes it easier to create and track digital marketing materials. |
CRM
May 1, 2007
Colin Beasty |
Required Reading: Analytics: A Winning New Way In Competing on Analytics: The New Science of Winning, Thomas Davenport and Jeanne Harris argue that companies need analytics to make better decisions and extract maximum value from their business processes. |
CRM
September 2015
David Myron |
4 Ways to Maximize CRM Data If your organization is not regularly revisiting how it captures, tracks, and manages data, even good data can turn into garbage very quickly |
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
January 6, 2016
Matt Keenan |
4 CRM Trends for 2016 User empowerment will be a big theme as CRM users compare their experiences with personal and business technology. |
CRM
May 2014
Donna Fluss |
Use Desktop Analytics to Improve Your Servicing Environment Adoption of these solutions is poised to take off over the next few years. |
CRM
November 2012
Leonard Klie |
Cross-Channel Design Can Be Transformational Companies today must deliver cohesive experiences across multiple touchpoints. |
