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Marketing budgets will go to waste if customers continually drop out of poor user experiences.
Here are four keys to inspiring loyalty in the digital, data-driven, omnichannel era.
The crucial first step: Know your customers, and what they want.
As B2B marketers gain access to advanced tools, analytics and practices, they may hit some barriers along the way. Here's how to avoid them.
Mobile technology and social integration means more channels and more data, helping to fuel these three trends in the coming year.
Create an environment that gives reps the confidence to help customers at any touch point.
How to make the build, buy, or outsource decision. (Featured on SmartCustomerService.com.)
It's time for messaging hierarchies that customers get to choose.
Here's how to make sure you don't miss a beat—and that the changes are for the better.
It's the most wonderful time of the year for your email campaigns.
There might not be a one-size-fits-all solution out there, but that doesn't mean the goal isn't attainable.
To become a 'Digital Utility,' companies must deliver on a rising set of customer choices, expectations, and engagement preferences.
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.
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