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

ABM and Content Marketing Thrive in the Age of the Customer

These new (sort of) approaches to marketing bring personalization into the modern age

A Customer-Engaged Culture Must Be Believable and Respectful

When customers view companies as trustworthy, true engagement happens

Retailers Need to Adapt to the Smart Customer

Smartphone-wielding customers are reshaping the shopping experience, both online and in-store.

A Customer-Engaged Company Has Empathy in Its DNA

It has to be both baked into your company's culture and present in your people.

Omnichannel Journey Design—Is Your Business Ready?

Your customers want to interact with you when, and how, they choose. Your journey design processes should support them.

A Customer-Engaged Culture Requires a Vital Ingredient—Trust

Customers trust ‘people like me'; it's time for your business to become ‘a company like me'

Separating AI Reality from AI Hype

Artificial intelligence is about to go mainstream, so let's talk about what it is, and isn't

Software Ecosystems Are Becoming Critical Business Infrastructure

To deliver great customer experiences and outcomes, vendors have to band together

About Those Customer Journeys…

Customer journeys are the latest source of hype, but there's a way to do them right

Customer Engagement Starts (and Maybe Ends) with the Basics

A #FAIL with baseline expectations will have your customers looking elsewhere

Give Your CRM a Platform

The next generation of CRM will harness cloud computing and PaaS technologies

Sales and Marketing Alignment: Trend or Necessity?

Two departments that haven't always seen eye to eye need each other now more than ever before

CRM's Ever-Changing Plotline

What hype-worthy wrinkles are in store for 2016?

Reimagining CRM, Part One

CRM has lived through interesting times—and the changes aren't over

Bringing Up (the CRM) Baby

Your CRM solution is still growing and developing—so don't stop nurturing it

It’s Time to Rethink Customer Lifetime Value

Look past transactions to interactions

Why Journey Mapping Wastes Time and Money

When you build a path, make sure it's one customers will use.