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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
August 1, 2014
Leonard Klie |
Salesforce ExactTarget Launches the Next Generation of Journey Builder Journey Builder is a comprehensive customer journey solution to plan, personalize, and optimize customer interactions across channels and devices |
CRM
David Myron |
The Unified Omnichannel Enterprise Is No Longer a Pipe Dream For a truly unified omnichannel environment to exist, a company must connect all of its interaction channels so a customer can traverse them without losing any data. |
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
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
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
February 2015
David Myron |
Correct Problems Caused by Outdated Automation Systems 'Personalization should permeate the customer experience at every touch point.' |
CRM
June 13, 2014
Anand Subramaniam |
8 Elements to Delivering Delightful Customer Experiences Multichannel customer journeys can make or break your business. |
CRM
October 25, 2013
Daniel Incandela |
Is Your Web Site Delivering a Great Customer Experience? 15 tips for making sure it does. |
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
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 2012
Leonard Klie |
Web Chat and Speech Analytics Are Set to Surge More contact centers will deploy technologies in 2012. |
CRM
October 11, 2013
Kathy Juve |
Three Tips for Surpassing Customer Expectations Turn connected customers into brand advocates. |
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
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
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
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
August 13, 2015
Denis Pombriant |
Know Your Customer's Moments of Truth With the help of journey mapping and analytics, you can engineer the customer experience from the customer's point of view. |
CRM
July 2014
Barton Goldenberg |
Forging the Next CRM Frontier Integrated technologies hold great promise for the future of CRM. |
CRM
May 22, 2012
Leonard Klie |
Thunderhead.com Launches its First Cloud App The ONE Correspond for Salesforce social enterprise app boosts customer service, sales, and marketing communications with personalized interactivity and enterprise mobility. |
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 2014
Donna Fluss |
Speech Analytics Is an Enterprise Change Agent Expanding beyond the contact center is a challenge to overcome. |
CRM
June 2015
Oren Smilansky |
What You Need to Know About Customer Experience Maps Before a company designs its map, it should take a number of steps to make sure it doesn't go off course |
CRM
December 2013
Leonard Klie |
Overcome Multichannel Customer Service Challenges Effective strategies start with talking to customers. |
CRM
February 2014
Patrick Gibbons |
Drive CX Initiatives with Journey Mapping Gain a fresh perspective by understanding the paths your customers take. The journey map provides a complete picture of the customer experience. |
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. |
CRM
April 25, 2014
Duke Chung |
In the Age of the Customer, Service and Engagement Will Define the Brand Customer service is becoming the next brand differentiator. |
CRM
October 2015
R "Ray" Wang |
Designing the Digital Customer Experience The future of CX? Customer segments of one |
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
November 18, 2015
Oren Smilansky |
Salesforce.com Releases Predictive Journeys for Its Marketing Cloud Scoring and segmentation tools will enable marketers to anticipate likely customer behavior -- and engage them accordingly. |
CRM
November 2013
David Myron |
Preparing for the Omnichannel Environment As more consumers move to digital channels, marketers must avoid the mistakes made by many email marketers and resist the temptation to blast inexpensive, but irrelevant, messages to consumers. |
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 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. |
CRM
March 16, 2015
Maria Minsker |
Genesys Debuts the Latest Version of Its Customer Experience Platform Updates include new omnichannel journey management capabilities. |
CRM
July 2015
Denis Pombriant |
Every Journey Starts with a Map Modeling the end-to-end process can help avoid dead ends |
CRM
July 12, 2013
Duke Chung |
Made-to-Order Customer Experiences Why customer service will -- and should -- never be the same. |
CRM
November 9, 2012
Ravi Vijayaraghavan |
Applying Data Analytics to Customer Interactions A three-part framework for making data work for your business. |
CRM
April 2015
Esteban Kolsky |
Why Journey Mapping Wastes Time and Money When you build a path, make sure it's one customers will use. |
CRM
April 2014
David Myron |
Why Customer Experience Is a Bad Metric This year, we received more conference presentation pitches than ever before, and many of them focus on...you guessed it -- customer engagement. |
CRM
December 2, 2011
John O'Hara |
Driving Lifetime Relationships Customers are not like cars, but your business should be. |
CRM
September 2013
Paul Hagen |
Organizational Design from the Inside Out Architect your business with a focus on the future. |
CRM
February 2015
Maria Minsker |
Predictive Analytics Will Be a $2.3 Billion Market by 2019 The technology is maturing to handle the influx of data from mobile devices and the Internet of Things. |
CRM
April 20, 2012
Debbie Qaqish |
Drive More Profitable Customer Relationships Six tips for transforming your marketing group from a cost center to a revenue center. |
CRM
July 25, 2013 |
IBM Releases Digital Experience Software The app makes it easier to create and track digital marketing materials. |
CRM
March 16, 2012
Eric Harber |
Four Ways Mobile Will Boost Your CRM Strategy Take your campaigns to the next level. |
CRM
June 29, 2012
Shamez S. Dharamsi |
Multichannel Predictive Analytics Uncover data patterns to unlock revenue. The most successful organizations integrate data analytics with the aggregated business acumen of their marketing executives to drive strategic marketing decisions. |
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 17, 2012
Joe Cordo |
How to Get Value from Big Data Five ways to embrace the information you have. |
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 2015
R "Ray" Wang |
7 Lessons to Learn in the Digital Shift Focus on relevancy to build loyalty and authenticity. |
