Text Takes Precedence as a Customer Service Preference
A new generation of consumers prefers short message service to other ways to reach agents.
Predictive and Prescriptive Analytics Peek into the Future
A symbiotic relationship is key to a successful business intelligence ecosystem.
How to Select a CRM System
Whether it's your first solution or your fourth, these tips will help make the vendor selection process easier.
The 4 Core Components of CRM
It's time to make knowledge one of the essential components of a successful CRM strategy.
The Power of the Platform Is in the Integration
Software puts a wide-angle lens on the business process.
The Tipping Point
Reap the Rewards of Purpose Activation
Spark employee passion with a values-based culture.
Why Journey Mapping Wastes Time and Money
When you build a path, make sure it's one customers will use.
Pint of View
Designing Humor: IKEA Mocks Apple
Our consumerist obsession values hype over innovation.
Social CRM in Action
Businesses discover the value of social communities.
Small Biz Buzz
SMBs See Strength in Intimacy
Context relevancy transforms interactions into experience.
The Switching Economy Hits Home
Poor customer service accounts for most company defections.
Will Apple's Smart Watch Boost Business?
The wearable device can track users' movements, prompting interest from marketers.
Snapchat Is All Grown Up and Ready for Marketers
The app delivers unique ad experiences through Brand Story and Discover platforms.
Mobile Sales Force Automation Apps Are Set to Soar
As prepackaged SFA solutions are made easily available, businesses are expected to increase adoption.
Can Chat Apps Stimulate Mobile Commerce?
With applications from Line and WeChat taking hold, companies vie for a piece of the e-commerce pie.
Required Reading: The Captivology of Branding (Video Interview)
Marketing is an art, but capturing attention is a science.
VoltDelta Is the Right Prescription for Rx Outreach
The multichannel cloud contact center solution provides IVR, agent infrastructure, and automated prescription reminders for a mail-order pharmacy.
Fox Entertainment Engages Twitter Audiences with Speakr
The company turned to the platform's influencer community to generate buzz for a movie's premiere.
Athenahealth Increases Engagement with Force Management's QStream Platform
The learning-based gamification program teaches reps better sales techniques.