CRM Magazine: July 2016
Magazine Features
To compete with pure play e-commerce outfits like Amazon.com, companies must bolster their mobile strategies and focus on expertly combining digital and physical shopping realms. Part of a special Retail Report
Although digital-born companies and traditional retailers are facing different challenges, both must deliver on their brand promise and offer personalized experiences to succeed in today's environment. Part of a special Retail Report
Companies should use customer comments—both good and bad—to drive brand transformation
Front Office
Clinging to the status quo is not an option. Disruption is happening.
Reality Check
Don't forget to fill it with people and process!
The Tipping Point
Customers do everything they can to avoid talking to them—except when it really matters
Scouting Report
Back office and branch solutions, as well as channel and scheduling flexibility, will drive growth
Pint of View
Our lives would be so much easier if we said them more often
Customer Experience
These companies are grappling with their digital futures
Small Biz Buzz
Better service, experiences, and intelligence can mean the difference between getting ahead and stalling
Integrating social media into the customer journey is a must
The e-commerce company can now send out relevant and personalized emails to capture the attention of shoppers
The multinational bank's conversational virtual assistant resolves 78 percent of queries on first contact
The Web site management platform lowers retargeting costs and increases click-through rates

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