Insight

REQUIRED READING: Winning Business by Making The Transparency Sale

Selling transparency is key to topping competitors

The 3 Stages of Personalization

Gartner lays out the keys for personalization to help companies deliver helpful and relevant messages

Use of AI in Customer Service Doubled in 2018

Research finds massive growth in the number of companies using artificial intelligence to assist customers and contact center agents

Required Reading: Replace Managing with The Coaching Effect

Managers make sure processes are followed; coaches drive growth

To Sell Globally, Market Locally

Cross-border commerce requires attention to regional nuances, a new report stresses

6 Customer Service Pitfalls and How to Avoid Them

Forrester warns against assuming that customer service and customer experience are the same

First-Time Purchases Can Predict Loyalty

MIT research identifies harbinger products that don't lead to future business

The CMO’s Role Changes Amid Digital Transformation

A recent report from Forrester lays out three courses of action that CMOs should take to become more involved in the process

Required Reading: The Keys for Unlocking the Customer Value Chain

To avoid disruption, companies need to understand decoupling

Sales Are Hitting Goals, Missing the Mark

Sales performance falls despite reaching revenue targets, CSO Insights finds

Consumer Expectations for Brand Trust Jump 250%

Consumers are far less trusting today amid some high-profile data breaches

ROI, Innovation, and Security Top CMOs’ Concerns

A recent survey sheds light on the challenges that keep marketers up at night

4 Forces Will Affect Marketing in 2019

Gartner identifies the market shifts that will alter marketers' courses this year

Required Reading: The Ultimate Guide to Becoming The Ultimate Sales Pro

Salespeople can get ahead by thinking ahead

Social Media Must Be Proactive

Most social media users expect companies to respond to social media comments, Clutch Research has found

PCI Updates Its Data Security Standard Guidance

New corporate guidelines take new channels and technologies into account

Companies Fail to Meet Expectations Across Channels

A recent report from the Northridge Group finds that companies are not providing simple, personalized, and effective customer service

What Will 2019 Bring for CRM?

Industry insiders share their predictions for the coming year

Customers’ Elements of Value Affect Company Performance

In a new report, Bain & Company found that value elements directly influence revenue, market share, customer loyalty, and willingness to pay in 22 consumer categories

Unified Commerce Is Essential to Meeting Customer Expectations

BRP identifies five areas that retailers need to work on to develop a unified experience