Case Management Takes a Dynamic Turn
Progressive contact centers can incorporate adaptability, cross-sell and upsell capabilities, social media integration, gamification, and multiple channels.
Bally Pumps Up Its Image
A twice-bankrupt fitness giant revamps its service efforts.
The Pros and Cons of Crowdsourcing
Is tapping into the wisdom of crowds right for your organization?
The Secret to Building a Healthy Brand
"You cocreate your brand with your customers and the sooner you realize that, the stronger your brand will be."
Surveys Alone Are Not the Answer
Offering great customer service means knowing how to respond.
The Tipping Point
Engaging the Nonstop Customer
Leveraging new consumer dynamics to drive growth.
Insights Matter, the Data Proves It
Look to uplift modeling to predict customer actions.
Pint of View
Nonservice Versus Disservice
There's a difference between doing what you can and doing what you can get away with.
From High Task to High Touch
Use your CRM technology to exceed expectations and build trust.
Voice of the Customer
Voice of the Future Customer
New methods for predicting customers' behavior are changing how we listen to them.
Financial Services: Brokers Yearn for Better CRM
Few firms use CRM systems to their full effect.
Harnessing the Power of Pinterest
What marketers should know about the social bookmarking site.
Is Gamification Overhyped?
The majority of near-term gamified processes are expected to fail.
Measuring a Channel's Marketing Value
Marketers look for insights in increasingly complex purchase paths.
Product Placement Goes Interactive
Shoppable videos enable users to buy products shown in films.
Social Pushes the Boundaries of Commerce
Are Amazon and Facebook reprogramming the way companies market and sell?
Air Animal Pet Movers Gives Its Business a Boost
GoldMine helps the pet transport company streamline its operations.
Family Paint Purveyor Stays in the Black
Using SugarCRM, Harper Inc. boosts orders and sales.
On the Right Track
Survey program from Mindshare resonates with convenience store customers.