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With consumers now in control of the conversation, businesses must start approaching the customer as a lifelong relationship that needs to be nurtured.
Seamlessly integrated CRM and e-commerce can unlock tremendous value, driving efficiency, superior customer service and experience, and sales growth.
Organizational buy-in and journey analytics are crucial, as is this step: having a meaningful conversation with the customer.
Not every business needs the most advanced tools. Here's one do and two don'ts to keep in mind before you go software shopping.
The proliferation of data is just one of the challenges of an increasingly sophisticated sales landscape—and salespeople need all the digital help they can get.
To achieve financial results, too many marketers have been using a right-brain approach (creativity) when a left-brain approach (data and analytics) is what's called for.
At first you might be winging it, but with good personnel, processes, and technology (not to mention time, effort, and accountability), you'll be on your way to true customer success.
Don't be deterred by these misconceptions: Customer journey analytics can be critical to your customer experience—and your bottom line.
Not securing leadership buy-in and failing to plan for necessary expenses and expertise are among the pitfalls.
For truly exceptional customer experiences, companies will need a strong combination of automated customer care and human representatives.
Thanks to Siri, Google, and Alexa, many of us are already speaking to our consumer devices. But voice-activated technology will soon have plenty of business uses as well.
CRM projects most often fail because salespeople resist using the software—and often for good reason. Here's how companies can engage in CRM failure prevention.
Digital transformation requires sound analytics and insights, and that requires the right personnel to manage your data.
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.
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