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CRM
December 2012
Leonard Klie |
Piecing Together Multichannel Support Cross-channel support starts with connecting the right channels.   |
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 |
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
May 21, 2015 |
Monetate Releases Customer Intelligence Layer Monetate Customer Intelligence Layer surfaces insights from big data, helping marketers deliver personalized experiences by recognizing customers across devices and channels. |
CRM
May 2014
Robert Wollan |
Turning the Customer Experience Tide The risk and opportunity of promising seamless customer experiences. |
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
November 9, 2012
Ravi Vijayaraghavan |
Applying Data Analytics to Customer Interactions A three-part framework for making data work for your business. |
CRM
December 2013
Leonard Klie |
Overcome Multichannel Customer Service Challenges Effective strategies start with talking to 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
July 28, 2014
Maria Minsker |
Forrester Wave Report Evaluates Digital Experience Delivery Platforms Though the market is young, Adobe and hybris emerge as early leaders. |
CRM
August 2, 2013
Dave King |
Look to Mobility to Broaden Your VoC Capabilities Many consumers use smartphones and tablets more than they do any other medium to interact with brands, requiring companies to create content and communications channels that work effectively through the mobile medium. |
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
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
September 2015
Oren Smilansky |
Brands Must Improve Customer Experience in E-Commerce Customers expect excellent experiences, even during transactions |
CRM
May 2015
Robert Wollan |
Tapping the Switching Economy Three tips for keeping customers from straying. |
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
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
July 25, 2013 |
IBM Releases Digital Experience Software The app makes it easier to create and track digital marketing materials. |
CRM
March 7, 2011
Koa Beck |
Few Consumers Share Experiences via Social Media A report by the Temkin Group surveying 6,000 consumers determines that social media is not yet the largest word of mouth medium. |
CRM
March 2015
R "Ray" Wang |
7 Lessons to Learn in the Digital Shift Focus on relevancy to build loyalty and authenticity. |
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. |
Search Engine Watch
January 7, 2011
Matt Lawson |
Campaign Overload: How Search Marketers Can Overcome Fragmentation More platforms and formats have made managing online marketing increasingly difficult. Use these tips to help tame campaign fragmentation in 2011. |
CRM
July 2012
Leonard Klie |
Customer Service Climbs Firms' Priority Lists Mobile and online experiences also seen as key business objectives in the immediate future. |
CRM
November 2014
Bruce Temkin |
How to Create Meaningful Customer Experiences Tap into the power of purpose, empathy, and memories. |
CRM
June 1, 2007
Woody Driggs |
Making the Pivot Businesses today need to be more agile when managing customer relationships, and must be able to turn on a dime to capture new markets and break away from the competition. |
CRM
September 2015
Oren Smilansky |
When Customer Experience Is the Ticket What can companies learn from organizations that sell experiences rather than services or products? |
CRM
September 2015
David Myron |
4 Ways to Maximize CRM Data If your organization is not regularly revisiting how it captures, tracks, and manages data, even good data can turn into garbage very quickly |
CRM
December 16, 2011
Vinod Kumar |
Create the Ultimate User Experience with AB Testing Here's how to measure and test your way to better results. |
CRM
August 1, 2003
Lior Arussy |
Efficiency Versus Quality There is no such thing as an efficient customer relationship. |
CRM
August 13, 2012
Leonard Klie |
Customer Service Adapts to Multiple Environments But while customers embrace new channels, businesses have to catch up, Customer Service Experience speakers warn. |
Investment Advisor
April 2009
Mike Patton |
Mike's Tips for Independent Success While every advisor will have his own preferences for how he operates, and his own definition of success, here are some suggestions for how to succeed based on my experiences. |
HBS Working Knowledge
February 16, 2004
Prahalad & Ramaswamy |
Take Your Cues from Customers Your customers are no longer just product purchasers---they are partners. An excerpt from the new Harvard Business School Press book The Future of Competition: Co-Creating Unique Value with Customers. |
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
November 2014
Robert Wollan |
Is Social Media Still Just Hype? When used wisely, this channel can be a B2C gold mine. |
CRM
January 2014
Brent Leary |
Why Customer Experience Is the True King Content and context play essential supporting roles. |
InsideFlyer
January 2009 |
Qantas Shopping Qantas has expanded its online store to include 1,000 products and experiences in Australia and over 500 products and experiences in New Zealand. |
CRM
March 21, 2014
Scott Hirsch |
Customer Communities: The Centerpiece of CXM Six steps for offering engaging experiences. |
CRM
October 1, 2006
Lior Arussy |
Beware the Faulty Satisfaction Survey Market research firms must measure complete experiences to help clients differentiate products and services. |
The Motley Fool
December 20, 2004
Selena Maranjian |
And the Best Gifts Are... Experiences, not material goods, often make the most memorable gifts. And as you move through your investing life, take time to enjoy the process. The journey can be as rewarding as the arrival -- in life and in investing. |
CRM
February 1, 2006
David Myron |
Experiences Versus Relationships Good relationships, over time, generate more value for customers and, as a result, more revenue for businesses. |
CRM
September 2014
Deanna Laufer |
What Makes a Successful Mobile User Experience? Uncovering the traits that set industry leaders apart. |
CRM
December 2014
Megan Burns |
What Drives a Profitable Customer Experience? Companies that value customers need to let them know. |
