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At first you might be winging it, but with good personnel, processes, and technology (not to mention time, effort, and accountability), you'll be on your way to true customer success.
Don't be deterred by these misconceptions: Customer journey analytics can be critical to your customer experience—and your bottom line.
Not securing leadership buy-in and failing to plan for necessary expenses and expertise are among the pitfalls.
For truly exceptional customer experiences, companies will need a strong combination of automated customer care and human representatives.
Thanks to Siri, Google, and Alexa, many of us are already speaking to our consumer devices. But voice-activated technology will soon have plenty of business uses as well.
CRM projects most often fail because salespeople resist using the software—and often for good reason. Here's how companies can engage in CRM failure prevention.
Digital transformation requires sound analytics and insights, and that requires the right personnel to manage your data.
These iconic companies' approach to customer experience and self-service can show IT departments how to delight their customers by helping them help themselves.
Like any marketing initiative, the success of an AI-driven effort will depend on how well you know your customers—who they are, and where they are going.
As with any community of like-minded people, keeping your virtual community members informed, involved, and connected is critical to success.
Automating CRM-related processes will be key to keeping businesses competitive in the coming years, but it can also detract from your performance if it's not done right.
The amount of data in our lives is expanding all the time. Taming it through visualization can help you make sense of it—and grow your business.
It might be if prospects and customers are turning away frustrated.
Before you achieve the necessary integration, your sales and marketing teams have to carry out the crucial first step: communication.
Contact centers need to adjust their approach to technology, customer engagement, and employee motivation. (Featured on SmartCustomerService.com.)
Creating value for customers is key. Also important: knowing whether there's value to create in the first place.
Companies that view the technology as a threat instead of an asset risk failing to see all the ways artificial intelligence can help grow your business.
A well-organized omnichannel experience has become more than a nice-to-have—it's now imperative to growth for both product- and service-oriented companies.
CRM systems are made even more powerful by adding predictive analytics, but you have to make sure your data is up to the challenge.
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