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July 2014
Denis Pombriant |
Omnichannel Strategy Begins with Platform The technology that changed business is now being changed by business.   |
CRM
January 2016
Oren Smilansky |
Required Reading: Mercedes-Benz Steers Toward Better Interactions A new book, Driven to Delight, by Joseph Michelli, explains how the luxury automaker set out to move beyond just offering great cars |
CRM
July 2015
Denis Pombriant |
Every Journey Starts with a Map Modeling the end-to-end process can help avoid dead ends |
CRM
September 2013
Paul Hagen |
Organizational Design from the Inside Out Architect your business with a focus on the future. |
CRM
November 9, 2012
Ravi Vijayaraghavan |
Applying Data Analytics to Customer Interactions A three-part framework for making data work for your business. |
CRM
October 2015
R "Ray" Wang |
Designing the Digital Customer Experience The future of CX? Customer segments of one |
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
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
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
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
June 13, 2014
Anand Subramaniam |
8 Elements to Delivering Delightful Customer Experiences Multichannel customer journeys can make or break your business. |
CRM
July 1, 2006
Lior Arussy |
Embrace Complexity Avoid paying the price of oversimplified customer interactions. The ability to increase customers' repeat business and achieve corporate profitability is directly linked to the ability to embrace and design your business for complexity. |
CRM
March 2015
R "Ray" Wang |
7 Lessons to Learn in the Digital Shift Focus on relevancy to build loyalty and authenticity. |
CRM
October 2015
Denis Pombriant |
Today's Business Is All About the Process It's what happens before and between transactions that will make your company stand out |
CRM
April 2014
Sarah Sluis |
The 4 Pillars of Responsible Customer Engagement Relevance, respect, credibility, and value are key to great experiences. |
CRM
December 2014
Leonard Klie |
5 Hot Customer Service Technologies The latest innovations add a sense of immediacy to customer interactions. |
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
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. |
CIO
October 29, 2014 |
CIOs Need to Drive Companies to Their Digital Destination There are multiple definitions of what it means to be a 'digital enterprise.' But getting there is 'the perfect stretch assignment for CIOs,' says Maryfran Johnson. |
CRM
May 1, 2006
Collins, Nair & Schumacher |
Reaching the Next Level of Performance in Marketing Marketers should expand their focus and look for opportunities to drive incremental revenue across all stages of customers' interactions. |
Wired
November 24, 2008
Candice Chan |
Mercury or Bust: Chasing Down the Galaxy's Fastest Planet In December, NASA's Messenger probe will make an orbit path around Mercury. |
CRM
August 1, 2003
Lior Arussy |
Efficiency Versus Quality There is no such thing as an efficient customer relationship. |
CRM
January 2015
Denis Pombriant |
What CRM Automation Doesn't Offer, Process Does Manage by exception to zero in on buyers' needs. |
CRM
December 8, 2003
Jan Kolasinski |
Call Center Performance and Customer Satisfaction Better understanding of the decisional procedures of a call center could provide call center organizations with the level of customer service they have been striving for. |
CRM
April 5, 2013
Mark Wilson |
Intelligent Receivables Management Can Improve Customer Relationships Look at collection interactions as an opportunity. |
CRM
April 1, 2011
Scott Swope |
Social Media Interaction a Challenge for Web 2.0 Sites Too How companies can reap the benefits of social media. |
CRM
February 21, 2014
Jeremy Roche |
3 Tips for Creating a Customer-Centric Business Connect back-office and front-office functions to enable a broader customer view. |
CRM
September 2015
Leonard Klie |
EBay Finds a NICE Way to Save NICE Systems' Interaction Analytics helps eBay Enterprise dramatically cut average handling times |
CRM
October 2011
Brian Walker |
Harnessing Customer Experience Management Solutions New software helps to handle multiple consumer touch points. |
CRM
November 2015
Donna Fluss |
It's Time for a Customer Service Revolution Creating a frictionless customer experience will require a service rethink -- and a company wide effort |
CRM
August 1, 2005
Denis Pombriant |
Three Trends to Watch Business process management, flexible hosted solutions, and return on customer will drive business decisions. |
CRM
February 2015
David Myron |
Correct Problems Caused by Outdated Automation Systems 'Personalization should permeate the customer experience at every touch point.' |
CRM
June 19, 2015
Oren Smilansky |
Salesforce Unleashes Sales Wave Analytics App, Updates Marketing Cloud At its Connections conference this week, Salesforce announces tools to help the entire organization. |
CRM
August 2014
Bruce Temkin |
Customer Experience Management Is on the Road to Maturity Companies that lag behind must move from 'fluff' to 'tough.' |
CRM
March 13, 2015
Daniel Sarfati |
Measure CRM Usage to Optimize Business Processes Current tools leave insight lacking when it comes to employee interaction. |
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 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
October 19, 2012
Joshua March |
The Changing Nature of Customer Relationships How social media is forcing large companies to rethink CRM. |
CRM
November 2013
Tayob & Berumen |
Keeping Pace with the Connected Customer Five ways to improve your sales force effectiveness. |
HRO Today
May 2008
Baader & Cameron |
Divide and Conquer, Part Two In this conclusion of a two-part article, the authors examine the steps necessary to target the right processes for your organization's alternative service delivery strategies. |
CIO
October 28, 2015 |
At Mazda, IT is in the driver's seat Mazda's IT group generates ideas to improve the customer experience, says Jim DiMarzio, CIO at Mazda North America Operations. |
CRM
September 2004
Barton Goldenberg |
Don't Put the Cart Before the Horse Process excellence helps some companies enhance business processes like streamlining new product development and improving CRM. |
