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.
The future of customer service is not a false choice between human versus machine.
The key to consistent, caring customer relationships is a purposeful, positive, productive culture.
Marketing in a post-impressions world that puts the customer first means that brand must focus on quality, not quantity.
Branded apps are a valuable part of your omnichannel strategy, but not if customers aren't using them. Here's how to compete successfully for your customers' attention and device real estate.
Between marketing, fulfillment, and support, there are dozens of interactions that make up, and affect, the customer experience. Here's how to get a handle on them. The first in a two-part series.
With Baby Boomers either leaving or about to leave the sales force, now's the time to focus on recruiting and developing the next generation of sales leaders.
First, you have to get a prospect to notice you. How you do so, and where you go from there, are the essentials of good sales development.
It's time to explore the human side of CRM in the B2B space. The third in a three-part series.
Political campaigns have their work cut out for them, with the vast array of devices and platforms on which to reach voters. Sound familiar? Take a page from their strategies.
If you thought Millennials were a challenge, get ready for the Centennials: They're both thriftier and have a shorter attention span, and soon they'll make up more than a third of all customers.
The complexity of data-migration jobs can result in costly downtime and lost data. Here's how to keep those projects on track.
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