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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
May 2015
Robert Wollan |
Tapping the Switching Economy Three tips for keeping customers from straying. |
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 17, 2011
Godard Abel |
Fixing the Disconnect Between Sales and the Enterprise Critical success factors and best practices to increase productivity. |
CRM
December 2013
Leonard Klie |
Overcome Multichannel Customer Service Challenges Effective strategies start with talking to customers. |
CRM
November 2013
Tayob & Berumen |
Keeping Pace with the Connected Customer Five ways to improve your sales force effectiveness. |
CRM
August 19, 2011
McNally & Walheim |
Call Centers Support Insurance in Multichannel Environment Customer experience continues to be a key differentiator in insurance |
CRM
December 2014
Natalie Petouhoff |
Managing CX in the Age of Digital Disruption 7 steps for navigating the digital social landscape. |
CRM
November 2011
Flodin & Norton |
Customer Experience Blueprint Drives B2B Determine the needs of customers and their value to the organization |
CRM
May 2014
Robert Wollan |
Turning the Customer Experience Tide The risk and opportunity of promising seamless customer experiences. |
CRM
August 2015
Robert Wollan |
Get Customer-Centric -- Don't Just Say You Are If you're not striving to understand today's nonstop customer, you might be wasting money |
CRM
October 13, 2015
Oren Smilansky |
Sparkcentral Launches Secure Authentication for Social Customer Support Message encryption functions aim to facilitate trusted service interactions on Twitter and Facebook. |
CRM
March 1, 2005
Coreen Bailor |
Who's Responsible for the Customer Experience? Many companies remain indecisive about consolidating all service channels under a single umbrella of authority. |
Wall Street & Technology
January 4, 2004 |
Alert! Alerts Promise Operational Savings According to a recent Financial Insights study, Alerts and notifications for bank customers promise significant operational advantages in a variety of applications. |
CRM
February 2012
Robert Wollan |
CMOs in a Changing Marketplace Strategies for success in today's -- and tomorrow's -- business landscape. |
CRM
October 2015
Robert Wollan |
Become a Multispeed Organization In today's landscape, you need to find the right mix of traditional and digital |
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. |
Search Engine Watch
April 29, 2011
Derek Edmond |
How to Establish a B2B Social Media Benchmarking Plan Some ways you can develop performance measurements for social media initiatives that tie into the search engine marketing needs of your clients. Also: tips on establishing metrics aligned to your Internet marketing objectives. |
Bank Systems & Technology
November 1, 2006
Nancy Feig |
Integrating the Channels Financial institutions are juggling numerous channels and the multitude of ways in which they touch customers. Many banks are actively looking to integrate those delivery channels more strategically. |
Home Theater
April 26, 2007 |
TWC Axes Analog Time Warner Cable's Staten Island Project will provide 100 new channels of HDTV to the southernmost borough of New York City. |
CRM
August 19, 2011
Saurabh Mittal |
Six Myths of Social Media Understanding the evolving customer service social landscape. |
CRM
November 23, 2012
Pelin Thorogood |
The New Science of Retaining Customers Look to digital analytics to improve buyer loyalty and customer lifetime value. |
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. |
Search Engine Watch
November 23, 2009
Ron Jones |
Measuring Success 101, Part 1 Defining a goals and objectives, identifying the right tools and data to analyze, and defining the staff and time needed to track the success metrics are crucial elements for measuring success. |
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. |
Bank Systems & Technology
November 3, 2009
Maria Bruno-Britz |
In Channel Projects, Banks Look for Simpler Solutions The new economic conditions are dictating smarter use of resources among banks as they enhance their channels. |
U.S. Banker
October 2001
Neckopulos & Pihl |
Challenge: Integrating the Channels Andersen Business Consulting says banks must integrate all delivery channels to be successful... |
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
February 10, 2012
Sean Canning |
The Case for Multichannel Customer Management Why enterprises that fail to adapt will be left behind. |
Home Theater
February 7, 2008
Mark Fleischmann |
Cable Nets Hit FCC on Dual Channels Will dual digital and analog versions of local broadcast TV stations push small cable networks out of cable systems? That's what some cable networks fear. And they're voicing their fear by suing the Federal Communications Commission. |
CRM
December 5, 2014
Alan Berkson |
3 Steps for Scaling Customer Service for Small Business Balance human interactions with technology. |
Search Engine Watch
June 1, 2010
Ryan DeShazer |
Dissecting the Real Challenges to B2B Search Investigating four of B2B search's biggest challenges and how to overcome them. |
CRM
May 2005
Coreen Bailor |
Making a Clear Connection Integrating your multichannel operations can seem like a near-impossible feat, but it doesn't have to be. Follow these strategies to ease your integration process and maximize your multichannel potential. |
CRM
March 27, 2015
Pam Plyler |
5 Steps to Improving Your Social Customer Service Combating social media challenges is a must for doing business with today's consumers. |
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. |
CIO
June 1, 2001
Peter Fingar |
Don't Just Transact -- Collaborate Many B2B e-marketplaces are missing a key component -- collaboration... |
CRM
August 1, 2006
Coreen Bailor |
On the Scene: G-Force 2006--Model Maturity Many organizations struggle to communicate with customers across channels and departments. Looking at metrics is essential to improving performance. Here are highlights of a contact center capability model. |
CRM
May 16, 2014
Woody Driggs |
Six Takeaways for Marketing Executives Building a differentiated customer experience is a baseline requirement of success. |
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
July 12, 2013
Duke Chung |
Made-to-Order Customer Experiences Why customer service will -- and should -- never be the same. |
CRM
January 2013
Woody Driggs |
Add Customer Satisfaction Through Analytics Companies need to improve customer value to boost profitable growth, gain insights into customers' profitability and lifetime value, and monitor customer behavior across multiple channels and social media |
CRM
May 17, 2013
Ashish Vazirani |
Improving Marketing and Sales Alignment Social media and the availability of new channels have shifted the balance of power in sales relationships -- often dramatically, sometimes more subtly -- and it's a shift that chief marketing officers are often ill-prepared to handle. |
Bank Systems & Technology
February 1, 2007
Ashwin Goyal |
Breaking Down Channel Silos While siloed systems are nothing new to most banks, increasing pressure to provide a consistent customer experience across all channels is forcing banks to consolidate their applications infrastructure and integrate previously siloed channels. |
CRM
December 28, 2012
Atri Chatterjee |
The 21st-Century Small Business Maven Five digital marketing strategies that will help you take your business to the next level. |
Military & Aerospace Electronics
May 2005 |
Signal processing The IP231 analog output Industry Pack module provides as many as 16 output channels -- each with its own high-resolution 16-bit digital-to-analog converter. |
CRM
January 27, 2012
Anand Subramaniam |
Deliver on Your Customer Service Brand Promises Six ways to make promises you can keep. |
CRM
December 2012
Leonard Klie |
Piecing Together Multichannel Support Cross-channel support starts with connecting the right channels. |
Bank Technology News
March 2005
John Adams |
Choice and Consequence The Internet and call center are the branch's remote and, at times, impersonal second cousins, but make them second fiddle at your peril. A customer's descent into automation hell can be the difference between a better relationship and a lost one. |
Search Engine Watch
March 24, 2011
Nathan Linnell |
Social Media and Search Synergy in the Purchase Decision Process Are your search and social media efforts integrated? Results of a recent study offer insights that could alter your current search and social media strategies. |
CRM
December 9, 2015
Mark Smith |
CRM Integration: If You Don't Coordinate, You Might Alienate Getting all of your technologies and channels to operate together is the way to ensure customer happiness. |
