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CRMBuyer.com
April 21, 2021
contextual alignment for successful digital advertising
Many digital marketers spend too much on targeting an already loyal customer base rather than tapping into new streams. Dr. Jorge Barraza, professor of applied psychology at the University of Southern California, has a plan to help advertisers reach consumers that would not normally buy their products, by using the principle of contextual alignment. [More...]

April 16, 2021
newsletters for marketing purposes
Newsletters have become popular over the last few years; and especially over the past year during you-know-what when in-person meetings were taboo. Many companies are trying to figure out how to best leverage them, and new software platforms make it increasingly easy to produce one or more. What interests me about the newsletter format is how blog-like it is. [More...]

April 9, 2021
the role of digital commerce post-pandemic
Certainly, the pandemic has caused some upheavals in American business -- and it's true that the record of progress in economics is littered with creative destruction. But the absolutist prognostications about the future of digital commerce taking over the world made me think "here we go again." Trees don't grow to the moon, retrenchment is common. [More...]

April 5, 2021
artificial intelligence for better customer interactions
Even the most customer-centric businesses can overestimate their performance or miss the broad trends in customer behavior. That is why NICE inContact conducts annual surveys that track the customer experience from the perspective of businesses and consumers. CRM Buyer discussed the recent findings and related issues in more detail with the company's CEO Paul Jarman. [More...]

April 1, 2021
An intelligent CRM system is integral to customer success for all industries.
With most workers continuing to work remotely, CRM has become an important tool for managing relationship risk. Financial firms have to deal with market and operational risk, consumer retailers have to focus on supply chain risk, and all companies have to keep an eye on economic risk. Relationship risk is no different, and the role of the CRM is right at the center. [More...]

March 29, 2021
CRM in the New Normal
As we slowly climb out of the Covid anis horribilis, advocates of the new normal (whatever that is) may wish to temper their prognostications about working from home or working from anywhere. While those are good ideas, and the new crop of CRM apps that support such hybrid work lives are genuinely cool, they might only demonstrate the deep functionality of CRM companies' platforms and not a social movement. [More...]

March 24, 2021
marketers face challenges implementing artificial intelligence and machine learning
Personalization and automation, two of the hottest buzzwords in the lexicon of CRM practitioners, are all the rage for marketers these days. But only 14 percent of organizations are using artificial intelligence or machine language to automate their marketing campaigns. A survey by Rackspace Technology reveals that the majority of organizations worldwide lack the internal resources to support these high-powered CRM initiatives. [More...]

March 22, 2021
iterative ROI as a strategy
In the old days you could identify weak spots in your business and purchase software systems designed to eliminate or at least to significantly reduce those liabilities. Performing an ROI analysis usually consisted of two parts: a before study to determine the business' steady state; and a post implementation analysis to determine improvement. Good as that sounds, such studies left out a lot. [More...]

March 15, 2021
Salesforce and Zoho are leaders in CRM systems training
As the CRM solution set continues to grow, it's likely that training systems will be increasingly important. That growth has the effect of converging vendor functionality at roughly the same place, making tertiary product attributes like training systems important differentiators. Taking this into account, the next big thing in CRM might not be a new customer-facing app -- but one that faces employees. [More...]

March 12, 2021
how to optimize CRM data
Monitoring and maintaining your data is an ongoing, strategic process. By educating your CRM users -- and making their data entry process as easy as possible -- you can ensure that better-quality data will be entering the system. Here's how you can give your company a true advantage -- and empower everyone who relies on your CRM's data. [More...]

March 10, 2021
how to regain customer trust following e-commerce errors
One of the big marketing decisions confronting e-commerce vendors today is whether current performance is good enough. Online vendors need to consider their customers' shopping experience in order to assess existing barriers to stronger shopper responsiveness to digital storefronts. For retailers who drop the ball with errors such as inaccurate product feeds and promised products that never arrive, it's redo time. [More...]

March 8, 2021
Zoho and Microsoft news
Two CRM vendors made news recently. Zoho had an analyst conference that reminded us that many businesses don't benefit enough from verticalized suites; and Microsoft introduced several vertical industry systems, including one for nonprofits. One could say that Zoho and Microsoft displayed mirror image solutions in some ways. Let's take closer look. [More...]

March 1, 2021
modern CRM best practices
There is budding optimism about the future. COVID-19 cases and deaths are in decline, financial indicators are decent and trending up, and forecasters are predicting a booming economy. This involves a lot of buying and selling at both the business-to-business and business-to-consumer ends of the spectrum. So now might be a very good time to take inventory on plant, equipment and employees through the lens of CRM. [More...]

February 24, 2021
Commerce analysts do not see consumers shedding their newfound buying options in the wake of a post-pandemic marketplace. Concerns for health safety, social distancing, and remote working will remain priorities for many shoppers. Merchants who demonstrate that they are able to quickly get products to consumers, resolve issues with customer service, and provide fast delivery and returns will be the ones that thrive. [More...]

INSIGHTS
Normalized
February 19, 2021
work-life balance in the new normal
Salesforce has made it official, coming back to the office will be a fluid thing -- and why not? The company has arguably done more in the last year to build systems such as Salesforce Anywhere and Work.com that enable workers -- at least a kind of knowledge worker -- to work from anywhere. Think of what this means. [More...]

Contact Center AI Explained by Pop Culture
What do you think about artificial intelligence systems that can outperform humans?
They are revolutionary tools for solving problems facing humanity.
They won't change the world, but they have many practical, beneficial applications.
There's a danger that humans will lose control of AI and there will be grave consequences.
Some of their so-called big accomplishments, such as beating humans at games, are trivial and overhyped.
AI is one more reason to consider living completely off the grid.
Ekata Pro Insight Identity Review
Contact Center AI Explained by Pop Culture