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June 01, 2016
CRM Featured Articles
At CSE Day 3, Omnichannel Customer Service Remains Elusive
Only 3 percent of all companies can start a customer interaction on one channel and seamlessly move to another channel, while still maintaining all the context of the previous interactions. (Featured on SmartCustomerService.com.)
CRM Evolution 2016: Great Digital Experiences Can Require a Culture Change
Companies that resist digital transformation may need their mind-set disrupted.
At Customer Service Experience Day 2, Knowledge Plays a Powerful Role
Contact centers have a crucial need for knowledge management, but other technologies are also key. (Featured on SmartCustomerService.com.)
CRM Evolution 2016: Marketers Stress Getting Personal with Customers
In connecting with customers, companies should reach out on a human level: telling stories, creating personas, and building loyalty and trust.
Salesforce Introduces Lightning Snap-Ins for the Service Cloud
To deliver a more seamless cross-device experience for customers, Salesforce has introduced Snap-In SDKs for the Web and for mobile devices. (Featured on SmartCustomerService.com.)
Today’s Sales Success Requires a CRM Mind-Set
A consultative, collaborative approach is key to training better sales reps and forging stronger customer relationships.
It Takes Effort to Use Customer Effort
Customer effort scores can be used to improve customer service, but only if used properly. (Featured on SmartCustomerService.com.)
Boost Slumping Sales With Video
Sales organizations can gain an edge on competitors by supplementing email and phone calls with video presentations
Pint of View
Marketing Is Magic!
How else do you make something out of nothing?
CRM Across the Wire
IBM Gives Watson Capabilities to Twilio Developers
IBM adds sentiment analysis to Twilio's developer platform.
Google Taps Merkle as Partner for Customer Match Launch
Merkle's first-party data can be further segmented with Google Customer Match.
LiveRamp Extends Partnership with Google
The latest integration brings in data from Google Customer Match.
SalesPredict Partners with TechnologyAdvice
The partnership between SalesPredict and TechnologyAdvice uses predictive demand generation to score leads.
Infer Releases Glance for Salesforce
New Infer Glance predictive app makes insights about customers and prospects more discoverable and actionable.
Mintigo Partners with Madison Logic
The partnership between Mtingo and Madison Logic makes account-based marketing seamless between the two companies' solutions.
LogMeIn Launches BoldChat 10.0
LogMeIn expands omnichannel customer engagement with BoldChat 10.0. (Featured on SmartCustomerService.com.)