Articles for Denis Pombriant
Automating Customer Service Means Striking a Balance
Too much automation can leave customers feeling put off
Bots Are Here to (Self-) Serve You
Thanks to machine learning and AI, bots today can usually give customers what they want.
The Next Big Thing in CRM—E-Commerce
Analytics and machine learning are changing the way we think about e-commerce and CRM systems
Meet the New Ideal Customer Service Rep
Empathy in an agent is great, but so is a take-charge attitude.
Mobile and Government CRM Will Loom Large Long Term
This New Year, let's look past 2017
Is Government CRM’s Next Big Market?
Lawmakers need help understanding and communicating with their customers (i.e., constituents)
The CRM Technology Sandwich
Don't forget to fill it with people and process!
Journey Maps: The Secret to Our Customer Success
In the era of digital disruption, new tools can help you strive for authenticity
CRM Challenges the Switching Economy
Ginormous switching costs mean that you should adopt a process orientation—immediately
Today's Business Is All About the Process
It's what happens before and between transactions that will make your company stand out
Know Your Customer’s Moments of Truth
With the help of journey mapping and analytics, you can engineer the customer experience from the customer's point of view.
Every Journey Starts with a Map
Modeling the end-to-end process can help avoid dead ends
The Power of the Platform Is in the Integration
Software puts a wide-angle lens on the business process.
What CRM Automation Doesn't Offer, Process Does
Manage by exception to zero in on buyers' needs.
Look to Spreadsheets to Foretell CRM's Future
An outdated method breeds frustration—and innovation
Omnichannel Strategy Begins with Platform
The technology that changed business is now being changed by business.
Data Versus Knowledge
Gaining insight from your data means rethinking its definition.
Data Drives Metrics
Gain a clear understanding of the state of your sales pipeline
CRM and Knowledge
All we know now is just a dress rehearsal.
Making the Play with CRM
As with baseball, customer service is a waiting game.
The Age of Collaboration
Why Mark Zuckerberg is not the father of social networking.
The Pros and Cons of Gamification
What works within companies might call for caution with customers.
The New IP: A Big Data Hierarchy
All data may not be equal, but it may be equally important.
Video Production Made Easy
Incorporating video into your customer outreach is as simple as 1, 2, 3.
When Disruption Is Good
Subscription services lead the business revival
CRM Idol, Reviewing the Review
Lessons from the winners: go big, aim high.
Trust Trumps Technology
What does the customer want? versus What does it cost?
Gas Prices Fuel UCS, Web Conferences
The need to reduce travel spurs front-office solutions
An Unlikely Pairing: Analytics and Video
The technologies will play a bigger role in everyday business processes and mobile devices
Supplying the Law of Demand
Make sure you're delivering messages that customers want to hear
The Greening of CRM
Sustainability, in all its forms, may be the industry's next big thing.
Is Your Community of Customers Sustainable?
Eventually, you have to start buying your competitors' clients.
Supporting the Service Channel
Customers can get support from a variety of sources. They only get service from you.
The Man Who Moved a Paradigm
An evaluation of the changes wrought by Salesforce.com's Marc Benioff.
Survival of the Relatively More Fit
CRM is changing, evolving to suit the demands of the moment.
The New Currency of Social Media
Active engagement gives us a chance to better understand the customer.
No Credit Where Credit Is Due
The rebirth of layaway in an age of automation.
The Next Disruption
The notion of Peak Oil has more to do with CRM than you think.
Evolution from Without
The innovation you seek may come from your customers.
The Customer Module
After years of trying, CRM still hasn't got a single place to capture and analyze relevant customer data.
The Longitude of Experience
Reconsidering the life cycle of customer interaction.
The Democratization of Technology
New systems will unleash a new round of creativity in business applications.
Back to the Drawing Board
The real problem with contact centers runs deeper than you might think.
Truly Mobile Strategies
Wireless SFA solutions require access to data on a broader array of applications on larger platforms.
Experience be damned--creating a customer community is the best way to win wallet share.
The End of Call Centers?
A conflict is brewing between groups focused on managing costs and those focused on generating profit.
The On-Demand Mathematics of Enterprise Computing
Change in computing will not be limited to technology--it will influence business models for every company competing in the traditional software arena.
Selling Is All About the Setup
New technologies help improve sales processes, but companies are not focusing enough on fundamentals.
After Transactional Systems
The next step in CRM is to incorporate customer feedback.
It's time to alter how we think about financial rewards from technology investments--not all rewards are tangible.
Three Trends to Watch
Business process management, flexible hosted solutions, and return on customer will drive business decisions.