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Fixing Customer Service Will Require Better Tech

This is not good. A new report commissioned by Replicant tells a story of customers frustrated when service fails or is way too slow. That's not new -- and Replicant... Read more

NICE Platform Answers Call for Hyper-Personal CX Tools

When a complex need arises, customers expect to be connected to a well-prepared agent who can quickly resolve the situation. That fix must be applied in a way that leaves... Read more

CRM’s Levels of Abstraction

There are three levels of abstraction that we can study to derive benefit, and this is abundantly clear in CRM. First there's the object, a material product or service that... Read more

Dreamforce Observations

Dreamforce saw Salesforce continuing to build out a product offering that in some ways defies description. For the CRM rank and file there were plenty of announcements and enhancements --... Read more

Salesforce Is No Longer Just a CRM Company

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... Read more

CRM business success

Fixing Customer Service Will Require Better Tech

call center agents

NICE Platform Answers Call for Hyper-Personal CX Tools

business strategy

CRM’s Levels of Abstraction

Dreamforce Observations

Salesforce Is No Longer Just a CRM Company

Where Does Oracle Go From Here?

If you follow a market long enough and if it's a successful marketplace, you notice that some of the companies...

Logical CX Now Vital to Retail Brand Building

A pair of recent studies highlight changing shopper attitudes as the pandemic continues its stranglehold on the supply chain for...

Call Center Culture Can Make or Break Your Customer Experience

Leaf Home built its call center operation to drive potential customers to a cheerful encounter with all the departments to...

Making Sales Safe for Process

A sales process is a set of protocols that an organization uses to conduct selling. One's process needs not be...

customer loyalty

This Digital CX Tool Drives Repeat Customers, No Website Required

Cultivating repeat customers is a critical necessity in the continuing customer shift to mobile-first interactions for a potential product or...

Next Normal, Too Soon?

It isn't just the pandemic that's shifting society; other macro events add an important dimension and all of it...

Sales Cycles and the Slacking of Salesforce

With the recent completion of the Slack acquisition, Salesforce can look forward to improving the quality of the customer-facing business...

How Natural Language Understanding Smartens Customer Interactions

Tapping into natural language understanding technology as part of an overall approach to managing customer relations improves the experience that...

Better CX Through Customer Journey Management

The need for better customer journeys is a challenging goal. Overcoming operational challenges to become more agile in meeting customer...

How Consumers Now Define a Good Customer Experience

The magnitude to which retail stores recover when consumers fully adjust to post-pandemic routines may well hinge on the shopping...

More Stories

CRM Buyer Channels

Analytics

How to Build a CX Business Case for Your CFO

Three-Part Evolution

AI, ML Not Yet a Plug-and-Play Proposition for Marketers: Study

Call Centers

SolarWinds Hackers Still Targeting Microsoft, Focus on Support Staff

Automated or Human, Consumers Demand Smart, Speedy Service

How to Ride the 'Consumer Wave' to Better Customer Experiences

Customer Service

Customer Service

B2C Marketers Plan To Double the Volume of Digital Messages

How to Rebuild Trust After E-Commerce Blunders

Why Digital Transformation Is Essential to Improve Business Outcomes

Deals

Intrigue Funded to Develop New Attack Surface Management Platform

Salesforce Riffs on New Work Styles

Google Bringing Cash, Nest to ADT

Marketing

DuckDuckGo Readies Feature To Strip Trackers From Email

Customer Data Platform: Build It or Buy It?

Amazon Sidewalk and Why Marketing Expertise Matters

Products

Salesforce Season

Grinding Data Into Information

The CRM Systems Training Issue

Sales

CRM's Virtuous Circle

What Post-Pandemic Recovery Means to Sales Pros

Get Your CRM Ready for Some Good News

Strategy

How to Avoid the Cost of Churn With Better Customer Experiences

Need More From Your Digital Ad Spend? Adopt Contextual Alignment

Newslettering vs. Blogging

Vendors

Next Step in the Birth of an IT Utility

Have Consumers Changed Character for Keeps? Not So Fast

Implementing Iterative ROI