September 20, 2021
Dreamforce happens this week, emanating from San Francisco and reaching out to the world via the global cloud computing network Salesforce helped to create. With that, this may be the last time to say with all sincerity that Salesforce is a CRM company. Truth be told, the transition has been ongoing, and the call could have been made at any time in the last few years, so now is as good a time as any to make it.
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September 16, 2021
If you follow a market long enough and if it's a successful marketplace, you notice that some of the companies in it go through a succession of moves; first in new products and then in finance. The confusion comes when a company like Oracle lives through multiple up and down cycles. When you look at Oracle today, what do you see?
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September 14, 2021
A pair of recent studies highlight changing shopper attitudes as the pandemic continues its stranglehold on the supply chain for most industries. Two clear-cut consumer trends have surfaced: online shoppers want more self-service options and an overall more-efficient shopping experience.
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September 7, 2021
Leaf Home built its call center operation to drive potential customers to a cheerful encounter with all the departments to which they connect. That pleasant working relationship starts with Leaf's call center staff. We spoke with the company's chief human resources officer, Sean Loboda, to discuss the benefits of creating a positive call center environment.
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September 2, 2021
A sales process is a set of protocols that an organization uses to conduct selling. One's process needs not be complex, many organizations settle on processes that have around seven steps. But a sales process that everyone in the organization adheres to is fundamental to that organization's success. The reasons are not complicated.
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August 25, 2021
Cultivating repeat customers is a critical necessity in the continuing customer shift to mobile-first interactions for a potential product or service purchase. Digital CX tools help level the playing field by providing SMBs the same advantages put to use by their larger counterparts to solidify the customer experience and create repeat business.
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August 18, 2021
It isn't just the pandemic that's shifting society; other macro events add an important dimension and all of it influences the direction of CRM for the foreseeable future. But a key question looms: Are we still too close to these events to be able to make sensible predictions about how and where we will work, buy, and sell in the years ahead?
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August 10, 2021
With the recent completion of the Slack acquisition, Salesforce can look forward to improving the quality of the customer-facing business processes that it supports with more and better collaboration. However, the presence of Slack may now highlight the reality that while vendors operate at the speed of technology, buyers conduct more staid and contemplative buying processes.
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August 3, 2021
Tapping into natural language understanding technology as part of an overall approach to managing customer relations improves the experience that businesses provide to their customers. Brands already implement a variety of solutions to gain data and insights from customer interactions. Still, many companies struggle to catch trends or potential problems due to disparate data.
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July 27, 2021
Because they live on the ecosystem of mobile devices, people expect their apps to be user-friendly and instantly accessible. To attract and keep users, apps must deliver a seamless, simple, and intuitive experience. We spoke with experts in the fields of apps and CX to get their take on what makes for a winning app design, and where commerce apps are headed in the future.
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July 15, 2021
The need for better customer journeys is a challenging goal. Overcoming operational challenges to become more agile in meeting customer needs -- and raising the maturity of the customer experience team -- will be critical to staying competitive in this ever-changing business environment, advised Bloomfire CEO Mark Hammer.
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July 12, 2021
The magnitude to which retail stores recover when consumers fully adjust to post-pandemic routines may well hinge on the shopping experiences they offer. A new study of consumers in the U.S. and UK shows that the majority of shoppers today view customer experience as one of the most important factors when making purchasing decisions.
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July 8, 2021
The build-versus-buy decision is an important one. Companies have been making similar choices about their technology stacks for decades. When it comes to customer data platforms, however, some organizations are rushing to make a determination. There are some important questions to ask before making a build-or-buy choice. Let's take a look at the factors involved.
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July 6, 2021
First, cloud-based CRM democratized business information, then it erased the distance between customers and vendors. Now it is poised to expand into other areas with similar democratizing opportunities. I am speaking about how we work -- at least those of us in the knowledge economy -- but there's a good chance that CRM's reach will also influence the economy of essential workers too.
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July 6, 2021
From an initial expression of interest, to a purchase, to receiving ongoing support and ultimately buying again, customers take a variety of journeys as they interact with brands. The more a company considers and plans for the paths its customers will follow, the more likely it is that the business will be able to design effective journeys for those customers.
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