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CRM
November 2014
Bruce Temkin |
How to Create Meaningful Customer Experiences Tap into the power of purpose, empathy, and memories.   |
CRM
September 22, 2014
Maria Minsker |
Verint Engagement Analytics Offers 'Unprecedented' Cross-Channel Analytics The joint Verint-Kana cloud-based solution enhances customer engagement insight. |
CRM
November 9, 2012
Ravi Vijayaraghavan |
Applying Data Analytics to Customer Interactions A three-part framework for making data work for your business. |
CRM
February 2013 |
Engaging the Nonstop Customer Companies should leverage new consumer dynamics to drive growth. As long as they're using a smartphone, tablet, or Internet-enabled PC, consumers are continuously in the channel. |
CRM
December 2014
Leonard Klie |
5 Hot Customer Service Technologies The latest innovations add a sense of immediacy to customer interactions. |
CRM
December 2009
Christopher Musico |
No Substitute for Experience When the economy (eventually) rebounds, customers will be swayed by differentiators. That's why the smart companies are investing in customer experience now. |
CRM
November 2011
Leonard Klie |
10 Ways to Rearchitect Your Contact Center Hiring, training, and technology are considered keys to raising the customer service standard. |
CRM
June 13, 2014
Anand Subramaniam |
8 Elements to Delivering Delightful Customer Experiences Multichannel customer journeys can make or break your business. |
CRM
June 2015
Leonard Klie |
CX Spending Is on the Rise Companies start to see value in their customer experience efforts |
CRM
July 2012
Donna Fluss |
Social Media Belongs in the Contact Center When marketing works with customer service, customers and enterprise benefit |
CRM
August 31, 2010
Koa Beck |
8 Megatrends in Customer Experience Longtime industry analyst Bruce Temkin recently released the first report under his own shingle. The report identifies eight customer experience megatrends, predicting how companies should interact with their customers in the next three to five years. |
CRM
May 2015
Robert Wollan |
Tapping the Switching Economy Three tips for keeping customers from straying. |
CRM
October 2011
Brian Walker |
Harnessing Customer Experience Management Solutions New software helps to handle multiple consumer touch points. |
CRM
August 12, 2010
Glen Manchester |
Multichannel Is Not Enough: 6 Steps to Engaging Customer Communications Context and relevance are critical elements to maximize customer engagement and loyalty. |
CRM
March 2015
R "Ray" Wang |
7 Lessons to Learn in the Digital Shift Focus on relevancy to build loyalty and authenticity. |
CRM
May 1, 2006
Collins, Nair & Schumacher |
Reaching the Next Level of Performance in Marketing Marketers should expand their focus and look for opportunities to drive incremental revenue across all stages of customers' interactions. |
CRM
February 2015
David Myron |
Correct Problems Caused by Outdated Automation Systems 'Personalization should permeate the customer experience at every touch point.' |
CRM
January 1, 2007 |
Business Problem: The call center needs to strike a balance between call volumes and quality of service. Tech Solution: Quality monitoring tools. NICE Perform... Verint ULTRA IntelliQuality... Witness Systems Impact 360... |
CRM
March 2011 |
The 2011 Service Leaders Here are this year's class of service winners and leaders. Each leader is graded on three criteria - customer satisfaction, depth of functionality, and company direction - in seven categories of support and service. |
CRM
December 17, 2015
Dave Nelson |
3 Tips for CRM Investment in the Digital Age With channels, interactions, and data proliferating, CRM strategies and tools are still key to superior customer experience. |
CRM
April 2015
Esteban Kolsky |
Why Journey Mapping Wastes Time and Money When you build a path, make sure it's one customers will use. |
CRM
April 2014
David Myron |
Why Customer Experience Is a Bad Metric This year, we received more conference presentation pitches than ever before, and many of them focus on...you guessed it -- customer engagement. |
CRM
April 2011
Paul Greenberg |
Interacting with Social Customers, 101 By acknowledging social media's influence and capitalizing on it, you could create evangelists for your company. |
CRM
March 1, 2007
Coreen Bailor |
Vocal Ease Companies should plan and implement a formal approach to collecting feedback and inserting the customer's voice into the business strategy. |
CRM
March 16, 2012
Eric Harber |
Four Ways Mobile Will Boost Your CRM Strategy Take your campaigns to the next level. |
Pharmaceutical Executive
December 1, 2012 |
Big Data, Bigger Ideas How to stop worrying and learn to love the data. Let's face it and let's be brave about it: the balance of power has shifted permanently from the marketers to the marketed. |
CRM
January 18, 2013
Leonard Klie |
Temkin Group Delivers Customer Experience Excellence Awards Five organizations earn top honors for customer experience transformation efforts and results. |
CRM
April 2015
Leonard Klie |
The Switching Economy Hits Home Poor customer service accounts for most company defections. |
CRM
October 2013
Woody Driggs |
Building a Consistent Customer Experience Focusing on employee engagement and culture will go a long way. |
CRM
February 1, 2007
Nick Discombe |
Get Reacquainted With Your Customers To get the most value from customer interactions and ultimately improve the customer experience, organizations must streamline the flow of information from the customer to the company. |
CRM
May 9, 2014
James & Montaudo |
CRM + Customer Service = Long-Term Results Here are four steps for improving the front-line retail experience through back-end data. Keep in mind that individuals remember positive interactions far more than they do transactions. |
CRM
November 5, 2015
Marge Connelly |
Bigger Data vs. Smarter Data? Smarter Wins Mining customer interactions for compelling insights can drive big gains. |
CRM
August 1, 2014
Leonard Klie |
Salesforce ExactTarget Launches the Next Generation of Journey Builder Journey Builder is a comprehensive customer journey solution to plan, personalize, and optimize customer interactions across channels and devices |
CRM
October 19, 2012
Joshua March |
The Changing Nature of Customer Relationships How social media is forcing large companies to rethink CRM. |
CRM
February 2014
David Myron |
Should You Offer Social Customer Support? More progressive companies are moving beyond the experimentation stage and incorporating solutions that enable them to listen, analyze, and respond to customers on social media. |
CRM
October 25, 2013
Daniel Incandela |
Is Your Web Site Delivering a Great Customer Experience? 15 tips for making sure it does. |
CRM
May 2013
Leonard Klie |
Marketing and Support Must Collaborate Customer interactions via social media can't be just about one or the other. |
CRM
October 13, 2015
Oren Smilansky |
Sparkcentral Launches Secure Authentication for Social Customer Support Message encryption functions aim to facilitate trusted service interactions on Twitter and Facebook. |
CRM
December 2014
Natalie Petouhoff |
Managing CX in the Age of Digital Disruption 7 steps for navigating the digital social landscape. |
CRM
May 2013
Donna Fluss |
The Rise of Social Customer Care Best practices for staying on top of the new service landscape. |
CRM
July 2013
Leonard Klie |
Drug Makers Are in the Midst of a Digital Revolution Pharmaceutical firms are sharpening their focus on multichannel marketing and analytics. |
CRM
May 22, 2012
Leonard Klie |
Thunderhead.com Launches its First Cloud App The ONE Correspond for Salesforce social enterprise app boosts customer service, sales, and marketing communications with personalized interactivity and enterprise mobility. |
CRM
April 1, 2011
Scott Swope |
Social Media Interaction a Challenge for Web 2.0 Sites Too How companies can reap the benefits of social media. |
CRM
March 1, 2005
Coreen Bailor |
Who's Responsible for the Customer Experience? Many companies remain indecisive about consolidating all service channels under a single umbrella of authority. |
CRM
April 3, 2015
Angie Morgan |
The Price of Bad Customer Service Six questions that could save your company customers and revenue. |
CRM
September 2013
Donna Fluss |
Meeting the Social Media Challenge Build a system that works for your company. |
CRM
May 2015
Bruce Temkin |
To Improve Customer Experience, Engage Your Employees For better business results, give employees the support they need |
CRM
April 1, 2011
Koa Beck |
Amazon, Kohl's, and Costco Top Experience Ratings List The Temkin Group's 2011 Experience Ratings identifies retailers as doing the best job with customers overall, but almost half of companies do a poor job. |
Search Engine Watch
June 28, 2010
Nathan Linnell |
Measuring Audience Engagement in Social Media Providing a framework for measuring audience engagement while also soliciting feedback for additional metrics that should be factored into such a calculation. |
