These iconic companies' approach to customer experience and self-service can show IT departments how to delight their customers by helping them help themselves.
Like any marketing initiative, the success of an AI-driven effort will depend on how well you know your customers—who they are, and where they are going.
As with any community of like-minded people, keeping your virtual community members informed, involved, and connected is critical to success.
Automating CRM-related processes will be key to keeping businesses competitive in the coming years, but it can also detract from your performance if it's not done right.
The amount of data in our lives is expanding all the time. Taming it through visualization can help you make sense of it—and grow your business.
It might be if prospects and customers are turning away frustrated.
Before you achieve the necessary integration, your sales and marketing teams have to carry out the crucial first step: communication.
Contact centers need to adjust their approach to technology, customer engagement, and employee motivation. (Featured on SmartCustomerService.com.)
Creating value for customers is key. Also important: knowing whether there's value to create in the first place.
Companies that view the technology as a threat instead of an asset risk failing to see all the ways artificial intelligence can help grow your business.
A well-organized omnichannel experience has become more than a nice-to-have—it's now imperative to growth for both product- and service-oriented companies.
CRM systems are made even more powerful by adding predictive analytics, but you have to make sure your data is up to the challenge.
Sound account planning has to become a habit, a natural part of your organizational rhythm. Here's how to get everyone on board to make it happen.
Consumers today expect instant gratification, and trends fade as quickly as they begin. To stay relevant and on target, brands must move beyond traditional methods of gathering customer feedback.
Is CRM becoming packed with too many features? Anything that's not focusing on the job of building customer relationships might be diluting your system's effectiveness.
Find out what turns today's customers off most—and how to avoid falling prey to those mistakes.
Achieving customer success means understanding the problem, planning for the right outcome, and then delivering and tracking the results—not at all different from what a rocket scientist does.
Moving from a reactive to a proactive service model will make your products and services better, and your customers happier.
Leadership needs to be shown that bad data is not simply a cost of doing business but rather a problem that can, and must, be solved.
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