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CRM
December 2014
Leonard Klie |
5 Hot Customer Service Technologies The latest innovations add a sense of immediacy to customer interactions.   |
CRM
July 2014
Barton Goldenberg |
Forging the Next CRM Frontier Integrated technologies hold great promise for the future of CRM. |
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
December 2013
Leonard Klie |
Overcome Multichannel Customer Service Challenges Effective strategies start with talking to customers. |
CRM
July 12, 2013
Duke Chung |
Made-to-Order Customer Experiences Why customer service will -- and should -- never be the same. |
CRM
July 15, 2014 |
Lithium Unveils Lithium Social Web Analytics Lithium Social Web Analytics offers real-time social customer engagement data. |
CRM
September 2014
Donna Fluss |
Outbound Solutions Engage Customers and Enhance Relationships Mapping out the ultimate next-generation product. |
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
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
March 14, 2011
Koa Beck |
IBM Makes Commerce Smarter New software and consulting service includes a university, cloud analytics, and personalized shopping strategies. |
CRM
September 2011
Leonard Klie |
Acquisitions Pay Big Bounty for Big Blue IBM is cashing in on its Netezza, Coremetrics, and Unica deals by adding analytics products |
CRM
April 21, 2014
Maria Minsker |
Context, Not Campaigns, Is the Future of Marketing Marketers must use personal interaction data to build a 'contextual marketing engine,' according to Forrester Research |
CRM
January 2016
Maria Minsker |
Outlook 2016: How CRM Will Foster an Era of Good Feelings As tools mature and vendors rally around journey-driven solutions, organizations will be better equipped to please customers' ever-evolving demands |
CRM
December 2012
Leonard Klie |
Piecing Together Multichannel Support Cross-channel support starts with connecting the right channels. |
CRM
February 2013
Leonard Klie |
Case Management Takes a Dynamic Turn Progressive contact centers can incorporate adaptability, cross-sell and upsell capabilities, social media integration, gamification, and multiple channels. |
CRM
July 25, 2013 |
IBM Releases Digital Experience Software The app makes it easier to create and track digital marketing materials. |
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
May 11, 2012
Jordan Socran |
Build Relationships Through Proactive Support Supporting connected customers has never been more important. |
CRM
December 2, 2011
John O'Hara |
Driving Lifetime Relationships Customers are not like cars, but your business should be. |
CRM
February 2014
Paul Greenberg |
CRM in the Age of Customer Engagement When definitions are in flux, flexibility is key. |
CRM
August 29, 2010
Scott Brave |
The Social Work of Social CRM Collective intelligence can find a needle in a haystack. |
CRM
July 15, 2011
Leonard Klie |
IBM Debuts Cloud-Based Marketing and Analytics Suite Smarter Commerce offerings combine Web analytics and digital marketing in one integrated suite. |
CRM
July 20, 2012
Duke Chung |
Customer Service 2.0 Five tips for creating an agile and successful call center to keep up with customer demands. |
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. |
CRM
June 2014
Paul Greenberg |
What's Customer Engagement Again? More than just a buzzword, it's key to retaining today's digital customer. |
CRM
October 2015
Leonard Klie |
On the Scene -- Customer Service Experience: Explore New Channels, but Invest Wisely Conference speakers urge companies to integrate channels for a seamless customer experience |
CRM
June 3, 2015
Danny Kalish |
4 Ways Marketers Can Connect Effectively with Millennials They're plugged in and have plenty of choices. How do you reach them? Personalize. |
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
November 2015
Leonard Klie |
Brands Must Be Loyal to Loyalty Members Rewards need to be more personalized and tailored to individual program members |
CRM
December 14, 2015
Sam Del Rowe |
GI Insight Study Finds Omnichannel Approaches Are Falling Short Research indicates that though consumers use multiple channels in their shopping journeys, companies are not successfully implementing omnichannel marketing 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
July 2014
Maria Minsker |
The Road to Omnichannel Marketing Success As new channels emerge, context-based marketing plays a crucial role. |
CRM
January 2014
Leonard Klie |
The 8 Traits of Customer-Relevant Companies Ovum research finds very few customer-adaptive enterprises exist today. |
CRM
July 2014
Leonard Klie |
The 4 Key Customer Service Omnichannel Considerations Contact centers have deployed new technologies in silos; integration is difficult but not impossible. |
CRM
February 10, 2012
Sean Canning |
The Case for Multichannel Customer Management Why enterprises that fail to adapt will be left behind. |
CRM
October 11, 2013
Kathy Juve |
Three Tips for Surpassing Customer Expectations Turn connected customers into brand advocates. |
CRM
June 3, 2011
Jason Peck |
Engage Customers With Social Media Taking your company to the next level. Having a process for engaging customers with social media is crucial to success. |
CRM
August 6, 2013 |
Engagor Launches in the U.S., Secures $2.6 Million in Funding The provider of a real-time customer engagement, social media monitoring, and analytics platform opens a San Francisco office. |
CRM
August 19, 2011
Saurabh Mittal |
Six Myths of Social Media Understanding the evolving customer service social landscape. |
CRM
November 15, 2004
Jason Compton |
How to...Train and Manage Multichannel Agents Not all agents are ideal for a demanding multichannel role, but these five steps will help contact center managers find the right agents, and give them the tools they need to make each phone call, email, and chat session a top-notch experience. |
CRM
June 21, 2012 |
IBM Launches New Class of Analytics Software IBM has released new predictive analytics software that automatically correlates and analyzes big data to help clients embed hyper-intelligence into every business decision. |
CRM
October 2013
Woody Driggs |
Building a Consistent Customer Experience Focusing on employee engagement and culture will go a long way. |
CRM
June 7, 2013
Peter Schmitt |
Predictive Analytics in Action Implementing strategies for dramatic sales lift. |
CRM
September 15, 2015
Oren Smilansky |
SAP Announces New Portfolio of Tools for SAP Hybris With added front office functionality, SAP aims to stimulate more personalized customer engagements. |
CRM
September 22, 2014
Maria Minsker |
Verint Engagement Analytics Offers 'Unprecedented' Cross-Channel Analytics The joint Verint-Kana cloud-based solution enhances customer engagement insight. |
CRM
March 16, 2012
Eric Harber |
Four Ways Mobile Will Boost Your CRM Strategy Take your campaigns to the next level. |
CRM
October 5, 2012
Kyle Lacy |
The Future of Marketing Strategy Embracing the cross-channel approach is the only option. |
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
October 2015
Paul Greenberg |
Reimagining CRM, Part One CRM has lived through interesting times -- and the changes aren't over |
CRM
March 9, 2012
Scott Kolman |
The Future of Customer Contact What smart devices mean for the call center industry. |
