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CRM
February 2014
Robert Wollan |
Surviving and Thriving in a Switching Economy The $1.3 trillion "switching economy" is comprised of dissatisfied customers who are continually looking for new providers that can better address their changing needs. Here are five tips for retaining customers.   |
CRM
May 2014
Robert Wollan |
Turning the Customer Experience Tide The risk and opportunity of promising seamless customer experiences. |
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
April 2015
Leonard Klie |
The Switching Economy Hits Home Poor customer service accounts for most company defections. |
CRM
March 2011
Robert Wollan |
The Service Provider--Customer Paradox Fewer consumers are switching, but that doesn't mean they are happy. |
CRM
February 16, 2011
Koa Beck |
Study Finds Lower Churn Despite Decreasing Satisfaction Customers expect more from service providers with expectations being set high by one particular channel. |
CRM
December 2013
Leonard Klie |
Overcome Multichannel Customer Service Challenges Effective strategies start with talking to customers. |
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
May 2012
Robert Wollan |
Knowing Your Customers in the Digital Age New technologies mean new challenges. |
CRM
August 2014
Wollan & Quiring |
Are You Wasting Your Customer Experience Spend? B2Bs must close the gap between spending and results. |
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
August 2011
Chan & Hernandez |
CRM Analytics: Shifting the Balance What's relevant to customers and sustainable for businesses? |
CRM
July 25, 2013 |
IBM Releases Digital Experience Software The app makes it easier to create and track digital marketing materials. |
CRM
September 2010
David Rich |
Marketing on a Leash Tight budgets and heightened expectations combine to pose a challenge. |
CRM
February 2010
David Rich |
The World Is Their Oyster Give customers an opportunity to play an active role in customizing their customer service. |
CRM
July 27, 2011
Leonard Klie |
Health Insurers Need to Improve Customer Relationships to Compete Accenture survey finds 80 percent of consumers expect healthcare insurance customer services to be easier and more convenient. |
CRM
August 2014
Leonard Klie |
Brands Deliver Inconsistent Engagements The phone still outperforms other channels for customer service. |
CRM
February 2013 |
Engaging the Nonstop Customer Companies should leverage new consumer dynamics to drive growth. As long as they're using a smartphone, tablet, or Internet-enabled PC, consumers are continuously in the channel. |
CRM
February 2012
Robert Wollan |
CMOs in a Changing Marketplace Strategies for success in today's -- and tomorrow's -- business landscape. |
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
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
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
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. |
CRM
October 2014
Barton Goldenberg |
The True Price of Channel Optimization Why meeting your customers where they prefer is key to your business survival. |
CRM
March 16, 2012
Eric Harber |
Four Ways Mobile Will Boost Your CRM Strategy Take your campaigns to the next level. |
CRM
August 19, 2011
Saurabh Mittal |
Six Myths of Social Media Understanding the evolving customer service social landscape. |
Insurance & Technology
May 26, 2010
Anthony O'Donnell |
Carriers Shifting Distribution Dollars To Mobile, Accenture Research Finds Insurers are planning to invest on average $84 million on strategic distribution improvements over the next three years according to a survey of 125 insurers globally. |
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. |
CRM
January 2010
David Rich |
The Ledge of Allegiance What history - and a survey of current behavior - can teach us about the threat to customer loyalty. |
CRM
November 2014
David Myron |
3 Tips for Social CRM Success Before diving headfirst into social media, it's important to lay the groundwork for 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. |
CRM
July 2013
Leonard Klie |
Drug Makers Are in the Midst of a Digital Revolution Pharmaceutical firms are sharpening their focus on multichannel marketing and analytics. |
CRM
October 11, 2013
Kathy Juve |
Three Tips for Surpassing Customer Expectations Turn connected customers into brand advocates. |
CRM
July 2011
Leonard Klie |
Just the Facts? Not Really Many firms use analytics data inconsistently and rely on personal experiences when engaging customers. |
CIO
April 29, 2013
Kate Leggett |
Why CIOs Should Invest in Happy Customers It's time for CIOs to find out which communication technologies customers prefer, and give customer-service reps the data they need to answer questions, says a Forrester analyst. |
CRM
April 22, 2015
Maria Minsker |
Evergage Integrates Its Real-Time Personalization Tool with Google Analytics The integration makes user experience reporting available on a familiar interface. |
U.S. Banker
May 2011
Alexander Hesse |
Moving Beyond the Digital Stone Age Despite the fact that the online channel is more than a decade old, most retail financial services companies have yet to make full use of its potential. |
CRM
May 2013
Leonard Klie |
Marketing and Support Must Collaborate Customer interactions via social media can't be just about one or the other. |
CRM
May 16, 2014
Woody Driggs |
Six Takeaways for Marketing Executives Building a differentiated customer experience is a baseline requirement of success. |
CRM
November 2012
Leonard Klie |
Cross-Channel Design Can Be Transformational Companies today must deliver cohesive experiences across multiple touchpoints. |
CRM
July 2014
Barton Goldenberg |
Forging the Next CRM Frontier Integrated technologies hold great promise for the future of CRM. |
CRM
November 2013
Tayob & Berumen |
Keeping Pace with the Connected Customer Five ways to improve your sales force effectiveness. |
CRM
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
November 23, 2012
Pelin Thorogood |
The New Science of Retaining Customers Look to digital analytics to improve buyer loyalty and customer lifetime value. |
CRM
April 2014
Sarah Sluis |
The 4 Pillars of Responsible Customer Engagement Relevance, respect, credibility, and value are key to great experiences. |
CRM
November 2014
Robert Wollan |
Is Social Media Still Just Hype? When used wisely, this channel can be a B2C gold mine. |
CRM
October 5, 2012
Kyle Lacy |
The Future of Marketing Strategy Embracing the cross-channel approach is the only option. |
CRM
October 2011
Brian Walker |
Harnessing Customer Experience Management Solutions New software helps to handle multiple consumer touch points. |
Pharmaceutical Executive
December 1, 2012 |
Big Data, Bigger Ideas How to stop worrying and learn to love the data. Let's face it and let's be brave about it: the balance of power has shifted permanently from the marketers to the marketed. |
CRM
December 2009
Bruce Temkin |
7 Keys to Customer Experience Big-picture advice for how to improve the customer experience over the next year. |
