CRM Cover

December 2017

Magazine Features

WebRTC + CRM = Better Customer Support

To get the most out of web-based real-time video, voice, and file and screen sharing, companies must link the functions to their systems of record

Pulling Maximum Benefit From a Partner Ecosystem

Global companies don't become as successful as they are by going it alone

Making It Personal for Every Customer

While personalization for a small group of customers is simple, achieving personalization at scale requires a combination of strategy and technology

Front Office

Let’s Resolve to Do Better with Our Data

By failing to keep customer and prospect records up to date, you could be throwing money away

Reality Check

Dynamic Sales Coaching Can Help Your Players (Sales Reps) Win

Leaving your coaching to an informal process at the discretion of managers will lead to blown deals

Connect

Retailers Need to Adapt to the Smart Customer

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

Customer Experience

Effective CX Measurement Requires a CX Culture

Customer experience metrics can get in the way of delivering good experiences.

Voice of the Customer

B2B Companies Are Falling Behind in Customer Experience

They're failing to deliver on three key customer demands.

Insight

Emotion and Management Are Key to CX Success

Companies need to deliver emotionally positive experiences and use CX management

Required Reading: Unraveling The Digital Helix

To execute successful digital transformations, companies must measure and assess information in new ways.

RPA Has Its Upsides

Robotic process automation has been found to increase operational efficiency and reduce costs

There’s Untapped Value in Voice Biometrics

Identification and verification technologies can help companies improve customer experience and mitigate security threats

REAL ROI

BoomTown Builds Valuable Voice Insights with Invoca

The B2B real estate software company increased conversions and ROI with call intelligence

Scott’s Cheap Flights Lands Its Messages with ActiveCampaign

A travel deal notification service provider engages subscribers with email marketing automation and small-business CRM software

Uberflip Makes Revinate’s Marketing Content More Hospitable

The provider of hotel operations, marketing, and revenue software turned to Uberflip to improve engagement with its premium content

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