Customer Self-Service: Fast, Cheap, and in Control
Self-service has gone from an acceptable alternative to a desirable one
Where Systems of Record Will Go from Here
They're continually evolving, not going away
Data Is Useless (at Least on Its Own)
Marketers should view data as just one ingredient in a successful recipe
Are Grocery Services Profitably Delivering on Customer Experience?
The last mile of direct-to-consumer supply chain is challenging
Storytelling in Business: Art, Science, Necessity
You have to make customers connect with you in a personal way
To Engage Customers, Your UI Design Needs These 6 Qualities
It's about giving customers what they want in the most frictionless way possible without breaking the bank
Is Social Commerce Disruptive or Intrusive?
Issues like privacy and fair use of data pose a formidable challenge
Never Underestimate the Power of Traditional Methods
It's not the medium but, rather, how you use it to engage customers that counts
Interacting with Social Customers, 101
By acknowledging social media's influence and capitalizing on it, you could create evangelists for your company
Boarding the Cluetrain
Transparency and authenticity are the cornerstones of trust between a company and its customers.
The New Reality Will Be Augmented
Merging the digital and the real to create an engaging experience.
The New Customer Record
You need more than just transaction data if you want to take action.
Facebook Is the Future of CRM
Only social media can put the customer back into CRM.
Managing Social Customers for Profit
A new paradigm calls for a reassessment of an industry metric.
The New Maelstrom of Social Media
We're awash in social networking data. Do we really want our businesses drowning in it, too?
Social Customers Want to Engage
But are you prepared to let them?
The Tweet Is Mightier than the Sword
So speak softly and carry just 140 characters.
Life in the Fast Lane of Context
Providing an experience requires a better understanding of your customers.
Gather the Tools for Customer Engagement
Social media is changing the face of CRM. Are you prepared?
Really Happy in Real Time
Complex event processing empowers the contact center to manage the customer relationship.