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CRM Magazine: April 2018
Magazine Features
Our 15th annual recognition of innovation and success in customer service
Our 15th annual recognition of innovation and success in customer service
Our 15th annual recognition of innovation and success in customer service
Amazon's AI connects with contact centers
CallDesk takes virtual agents farther
Clarabridge spans the customer feedback divide
noHold simplifies launching chatbots for businesses
UJET speeds customers through channels
Partnerships bring the Zendesk platform to more devices and apps
Our 15th annual recognition of innovation and success in customer service
athenahealth improves its prognosis with Salesforce Service Cloud
TechStyle gives a NICE boost to its agent and customer experience
Vega takes its cause to social media
 
Front Office
To keep customers coming back, businesses today need to know as much as they can about them
 
Reality Check
A truly multitenant architecture—supporting cloud, on-premises, and hybrid solutions—is becoming a necessity.
 
Customer Experience
Being transparent and offering authentic experiences can help companies break through the murk.
 
Insight
As identity fraud hits an all-time high, the burden is shifting to companies to protect customer data
Pre-interaction factors significantly affect customers' perceptions of service interactions
Problem solving, rather than relational work, yields higher customer satisfaction.
While identity theft is definitely on the rise, consumer awareness of the risk has seen a comparable increase, and companies' attempts at personalization might be the ultimate victims.
 
The Next Step
CRM systems are stronger and more packed with features than ever, but users aren't always rushing to use them. Here's how one firm changed that
 

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