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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.
And 4 other pieces of preference center advice for retailers based on things good old Mom used to tell you.
You have to ensure your employees know they have a stake in providing customers with the best possible experience.
Integrating the two technologies is a powerful way to cover all aspects of the customer journey.
Your customers want personalized experiences, but first they need to trust you with their data. And that trust requires security and transparency.
This emerging channel makes it easy for you to connect with customers anytime, without devoting time and money to developing an app.
By enabling a comprehensive view of customers, MDM solutions can help create a satisfying experience across marketing, sales, customer service, e-commerce, and all other customer-facing channels.
Customers won't always conform to a controlled path of events and channels. Marketers need to embrace their unpredictability.
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