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CRM March 2015 R "Ray" Wang |
7 Lessons to Learn in the Digital Shift Focus on relevancy to build loyalty and authenticity. |
CRM June 13, 2014 Anand Subramaniam |
8 Elements to Delivering Delightful Customer Experiences Multichannel customer journeys can make or break your business. |
CRM November 9, 2012 Ravi Vijayaraghavan |
Applying Data Analytics to Customer Interactions A three-part framework for making data work for your business. |
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 September 2013 Paul Hagen |
Organizational Design from the Inside Out Architect your business with a focus on the future. |
CRM December 2014 Leonard Klie |
5 Hot Customer Service Technologies The latest innovations add a sense of immediacy to customer interactions. |
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 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 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 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 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 June 7, 2013 Peter Schmitt |
Predictive Analytics in Action Implementing strategies for dramatic sales lift. |
CRM May 13, 2015 |
SDL Launches Customer Journey Analytics and Social Media Monitoring New social intelligence solutions help brands measure purchase intent and brand advocacy. |
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 September 2015 Roxana Strohmenger |
Demystifying Customer Experience Quality To deliver a better experience, you have to understand what quality means for your customers |
CRM April 2015 Brent Leary |
SMBs See Strength in Intimacy Context relevancy transforms interactions into experience. |
CRM February 2015 Maria Minsker |
The Path to Personalized Customer Journeys It takes much more than just knowing your customer's name. |
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 |
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 September 2015 Oren Smilansky |
Brands Must Improve Customer Experience in E-Commerce Customers expect excellent experiences, even during transactions |
CRM August 23, 2013 Hertz et al. |
How Financial Institutions Can Benefit from Predictive Analytics Four ways to drive revenue and improve retention. |
CRM July 2015 Denis Pombriant |
Every Journey Starts with a Map Modeling the end-to-end process can help avoid dead ends |
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 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 January 2014 Brent Leary |
Why Customer Experience Is the True King Content and context play essential supporting roles. |
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 October 11, 2013 Kathy Juve |
Three Tips for Surpassing Customer Expectations Turn connected customers into brand advocates. |
CRM August 1, 2003 Lior Arussy |
Efficiency Versus Quality There is no such thing as an efficient customer relationship. |
CRM April 2013 Woody Driggs |
A Call for B2C Treatment in a B2B World Take time to re-examine your business practices. Leaders who embrace experience engineering can deliver consistently satisfying customer experiences that improve performance and drive profitable growth. |
CRM October 18, 2010 Carsten Thoma |
5 Steps to Personalized Customer Contact How to tailor online customer experience to boost loyalty and drive revenue. |
CRM February 2015 David Myron |
Correct Problems Caused by Outdated Automation Systems 'Personalization should permeate the customer experience at every touch point.' |
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 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 September 24, 2014 Maria Minsker |
Salesforce.com Launches Journey Builder for Apps; Partners with Omnicom The new solution enables companies to incorporate mobile apps into customer journeys. |