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June 2014
Paul Greenberg |
What's Customer Engagement Again? More than just a buzzword, it's key to retaining today's digital customer.   |
CRM
November 15, 2004
Colin Beasty |
Required Reading: The Evolution of the CRM Value Proposition An interview with Paul Greenberg, author of CRM at the Speed of Light: Essential Customer Strategies for the 21st Century, on the evolution of CRM, how to increase customer value, resolve customer problems, and keep the customer service personal so customers keep coming back. |
CRM
July 2012
David Myron |
CRM Moves to an Outside-In Approach Organizations must put customers first -- especially when making changes to their staffing structure, processes, or technology. Doing so will mark the beginning of your outside-in strategy. |
CRM
April 19, 2011
Leonard Klie |
Sitecore Releases the Customer Engagement Platform The new software solution combines analytics, interaction automation, and personalization across channels. |
CRM
August 14, 2012
Judith Aquino |
The Future of CRM According to Vendors Execs share thoughts on customer trust, brand experience, and social CRM. |
CRM
October 2015
Paul Greenberg |
Reimagining CRM, Part One CRM has lived through interesting times -- and the changes aren't over |
CRM
June 1, 2009 |
Who Owns the Social Customer? CRM magazine's in-depth report on the state of social media in CRM. |
CRM
December 2013
David Myron |
CRM -- What Lies Ahead in 2014? We'll likely see mobile technology deployments accelerate pretty rapidly during the next few years. |
CRM
August 20, 2015
Oren Smilansky |
CRM Evolution 2015, Day Three: Customer Engagement Takes Center Stage Industry experts speculate about the Internet of Things, and customer engagement's role in CRM's future. |
CRM
August 4, 2015
David Myron |
Social CRM Mistakes and How to Avoid Them Follow these 10 steps to deploy a successful social CRM strategy. |
CRM
February 24, 2012
Vijay Muthupalaniappan |
Build a Great Customer Experience Using Your CRM Platform Extract, engage, entice. |
CRM
July 2015
Barton Goldenberg |
From the CRM Trenches: A 30-Year Perspective Technology has changed everything but this: People are still the name of the game |
CRM
December 17, 2015
Dave Nelson |
3 Tips for CRM Investment in the Digital Age With channels, interactions, and data proliferating, CRM strategies and tools are still key to superior customer experience. |
CRM
October 2013
Woody Driggs |
Building a Consistent Customer Experience Focusing on employee engagement and culture will go a long way. |
CRM
December 2012
Esteban Kolsky |
What's in a Name? Debating the future of social CRM. |
CRM
August 10, 2010
Joshua Weinberger |
CRM Evolution '10: All the Links You Need Your one-stop shop for all the links, coverage, and blogposts of this year's conference. |
CRM
April 2013
David Myron |
Are We Too Connected? Several of our magazine stories take on the issue of connection with customers and how connectivity can best be used for customer engagement. |
CRM
August 2013
Esteban Kolsky |
Expect the Unexpected from Customer Experience For true results, try, try, and try again. |
CRM
December 2014
David Myron |
Why You Should Consider Customer Journey Maps While creating a customer journey map that accounts for experiences across multiple channels might sound difficult, it is possible. |
Search Engine Watch
October 14, 2010
Jacob Morgan |
5 Social CRM Myths, Busted Social customer relationship management isn't a magic solution to what ails your company. However, it can help you solve your problems and meet business objectives around the evolving needs of your social customers. |
CRM
June 2012
David Myron |
Take a Healthy Approach to Social Media Social media is emerging as a viable forum for sales, marketing, and customer service professionals to connect with customers. But be careful not to treat it as "just another service channel." |
CRM
June 2015
Michael Vickers |
Is Your CRM System Social Media Friendly? Empower collaboration to create customized experiences |
CRM
January 2012 |
New Tools Require a New Mindset Which new technologies will have the biggest impact on marketers in 2012? |
CRM
December 14, 2012
Shannon Aronson |
Social CRM and the Great Power Shift Social CRM is about customer involvement, not supervision. This means that marketers today must curate, respond to, and inspire conversations in order to thrive in the marketplace. Here are five keys to success. |
CRM
September 2, 2011
Duke Chung |
Five Ways to Amplify Your CRM System By opening up a two-way communications channel for customers and your CRM system, it provides an enormous overview of what customers want, accessed, and engaged in during their customer service experience. |
CRM
August 19, 2014
Maria Minsker |
CRM Evolution 2014 Day Two: Customer Engagement Is the Future of CRM Brands need to revise their digital, mobile, and call center strategies. |
CRM
August 23, 2013
Connor Marsden |
The Role of Social CRM These channels present incredible opportunities for companies to add another dimension to understanding customers, key decision-makers, and trends that drive meaningful dialogue. |
CRM
August 2010
Joshua Weinberger |
The 2010 CRM Market Awards -- Hall of Fame: Paul Greenberg The Social Godfather: The role of president and founder of consultancy The 56 Group LLC may be his day job, but Paul Greenberg is also author of industry bible, a prolific writer - and connected to everyone. |
Search Engine Watch
June 28, 2010
Nathan Linnell |
Measuring Audience Engagement in Social Media Providing a framework for measuring audience engagement while also soliciting feedback for additional metrics that should be factored into such a calculation. |
CRM
May 2, 2013
Kelly Liyakasa |
Social Media Amplifies the Customer Experience To be successful, identify goals and stakeholders, and execute on strategy. |
CRM
September 1, 2009
David Myron |
CRM Bucks the Downward Financial Trend The CRM industry grew 12.5 percent in 2008, to $9.15 billion. |
CRM
December 2015
David Myron |
Social Customer Service Is Here Firms must be smart about the ways they collect and maintain customer data. |
CIO
March 28, 2012
Michael Friedenberg |
How CIOs Can Help Facilitate Systems of Engagement The CEO community is turning to CIOs to help accelerate revenue growth and deepen engagement with customers. |
CRM
August 1, 2006
David Myron |
The Response You Don't Want Many business professionals still need some convincing when it comes to using CRM technology. |
CRM
July 2, 2013
Leonard Klie |
Microsoft Plans New Dynamics CRM Version for Fall Release The new fall 2013 version features a new user interface, greater integration with social and collaboration tools, and more mobile support. |
CRM
October 2006 |
The 2006 CRM Market Awards--Table of Contents and Introduction At the crux of the success of CRM software are the vendors, consultants, and end-user companies focused on creating and cultivating rewarding customer experiences and relationships. Their efforts and achievements are recognized here. |
CRM
August 2003
Paul Greenberg |
Customer Loyalty? Get Over It. Customer Satisfaction? Way To Go. True loyalty is rarely attainable, so set your sights on something within reach: satisfaction. |
CRM
November 18, 2011 |
New Maximizer CRM 12 Goes Mobile and Social New release also contains expanded business intelligence functionality. |
CRM
September 10, 2015
Oren Smilansky |
Gartner's Customer 360 Summit 2015: Customer Input Is Central to Growth Organizations must embrace ongoing engagement with customers -- and shape their digital experiences accordingly. |
CRM
October 2003
Ginger Conlon |
How Satisfied are You With CRM? That's the question CRM magazine recently asked its readers. More than 330 executives voiced their opinions. |
CRM
August 17, 2015 |
Meltwater Partners with Sprout Social The partnership yields an integrated solution for intelligent social engagement. |
CRM
December 2015
Garrison Wynn |
Do Your Call Center Agents Think They Have a Good Job? Engaged workers will feel connected to the bigger picture |
IndustryWeek
July 11, 2012 |
Employee Engagement: Room for Improvement The news is positive; engagement is up, according to Aon Hewitt report. |
CRM
August 2004
Jim Dickie |
The Next CRM Evolution Focusing on the how of sales: How to get an appointment, How to conduct a comprehensive needs analysis, and how to create a compelling business case. |
CRM
March 1, 2004 |
Just 1 Question Should companies expect their CRM vendors to help them use CRM to determine who their most profitable customers are? |
CRM
February 2014
David Myron |
Should You Offer Social Customer Support? More progressive companies are moving beyond the experimentation stage and incorporating solutions that enable them to listen, analyze, and respond to customers on social media. |
CRM
March 15, 2013
Mahendra Penumathsa |
Interpreting Customer Life Cycles to Increase Lifetime Value Use these indices to manage customer engagement and predict your renewal business. |
CRM
June 15, 2012
Alan Sultan |
Connecting Customer Acquisition with Mobile Engagement There's no reason to listen to your customer in mono -- there are comprehensive solutions that can manage acquisition, engagement, measurement, and retention without having to lock into a single ad network. |
CRM
April 2011
Paul Greenberg |
Interacting with Social Customers, 101 By acknowledging social media's influence and capitalizing on it, you could create evangelists for your company. |
CRM
December 2014
Esteban Kolsky |
Why CRM Is Not Dead Simple interactions give way to end-to-end experiences. |
