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Delivering CX outcomes is not just about sales and conversions. Loyalty and advocacy are now crucial cycles in the journey.
Chatbots can help CRM move from an internally focused information warehouse to an externally driven engagement tool, building relationships based on what is important to both customers and users.
Effectively making use of first- and third-party customer data can enhance a user's brand experience and develop a purchasing process that meets or exceeds expectations.
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.
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.
The metric is still useful, but companies should use it with care—and recognize that new ways are needed to assess customer satisfaction.
It's time to empower a new breed of CRM that helps customers transform their businesses by building extraordinary customer relationships from the first engagement forward.
To get a complete customer profile that provides actionable insights, the relationship between company and customer must be cultivated.
Social media and branded apps abound, but email is still central to the search for a single view of the customer.
It's time for a data-driven approach that's proactive, not reactive.
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