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The next generation of CRM will be for the real estate broker finding a home for a newlywed couple, the architect managing projects and client referrals, or the pharmaceutical rep connecting a healthcare provider with a groundbreaking drug.
Pollsters missed the mark this year. Here's how marketers can avoid misreading their audience.
Knowing what, when, and why your customers are going to buy may seem impossible—unless you use propensity modeling, and use it correctly.
B2B companies are spending big money on digital commerce implementations, but they're not reaping the anticipated benefits.
Accurate product data lays the foundation for a positive omnichannel customer experience.
It's great when people read your emails. It's even better when they click your links.
In-app messaging is the latest step in the evolutionary cycle of customer service, but it is by far the best we have so far. (Featured on SmartCustomerService.com.)
With the right tools, agents can be just as effective as technologies coming into use in the contact center. (Featured on SmartCustomerService.com
Done right, knowledge management can be the secret to customer service success. (Featured on SmartCustomerService.com.)
The tendency is to look at speech analytics as a quick fix, but it should be part of a larger process that takes time and effort to perfect. (Featured on SmartCustomerService.com.)
Application cost, deployment flexibility, system capabilities, and user controls should be considered when determining which contact center environment is right for your business. (Featured on SmartCustomerService.com.)
Consumers have clear channel preferences when it comes to specific issues with companies. (Featured on SmartCustomerService.com.)
Intelligent contact centers go beyond basic data to generate insight that can have significant business impacts. (Featured on SmartCustomerService.com.)
Best-in-class firms using social media to service customers derive some very impressive results. (Featured on SmartCustomerService.com.)
Showing empathy with customers and prospects might be the most effective sales technique of all.
A two-way conversation will help keep your customers happy—and make your products and services the better for it.
You need to define the behaviors that create value, then lead your customers through them.
Everything from the positioning, the platform, and the brand promise should act as a filter for how you communicate with and support your customers. Part two of a two-part series.
As brands look to reach customers across global markets, they must also consider what comes next from a service standpoint.
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