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7 Steps to Restoring Trust in Business Telephone Calls
September 18, 2020
Robocalls, spam and call spoofing have all but destroyed Americans' trust in telephone calls -- to the point that many individuals have essentially stopped answering the phone. Here are seven steps that organizations can take to combat erroneous call blocking and increase answer rates. These measures will help businesses optimize contact operations, increase call performance, and protect and promote their brands by restoring trust in calls.
How Customer Conversations Can Create Personalization in E-Commerce
September 8, 2020
Ask anyone in the e-commerce space and they'll tell you: it's a numbers game. The numbers we rely on every day offer insights into every aspect of our competitive industry, from the click-through success of advertising campaigns to the conversion rates of specifically placed "Buy Now" buttons. Yet in this world of quantitative analytics, we're losing something: the human element.
CRM is Failing: It's Time to Transition to CXM
September 1, 2020
Centralizing all tools and customer-effecting services into one system delivers great efficiencies for businesses. However, enabling customers to have the same experience in real time is the difference between a CRM and CXM. CRM Buyer pursued the potential transition process -- and the impact of both CRM and CXM products -- in a conversation with Thryv VP Ryan Cantor.
Holiday Shopping Forecast: Less Spending, More Empathy
August 24, 2020
The 2020 holiday shopping forecast and consumer spending patterns well into next year will be marked by a pullback in spending, an increase in consumer expectations for brand behavior, and a focus on supporting small businesses. Marketers are advised to focus on brand values and trustworthiness to combat the continuing challenges retailers face in courting consumers across all generations.
Retailers to Consumers: Let's Get 'Phygital'
August 20, 2020
The pandemic has exposed one fundamental, seemingly contradictory reality: people like to shop online, but they also crave in-person experiences. This era has also made clear that there's an answer to this conundrum: to provide shopping experiences that combine both physical and digital elements. Also known as "phygital" experiences, these strive to give customers the best of both the online and in-person worlds.
Consumers Expect More From Brands to Earn Loyalty
August 18, 2020
Customer loyalty has increased drastically in the last five years, though it has not reached boom status for many brands. Winning repeat business is increasingly difficult, especially with the economic uncertainty brought on by COVID-19. New studies reveal how solidly personalization in marketing drives brand loyalty, however consumers still feel that brands fail to do enough to recognize them as individuals.
Automated CX Strategies to Revitalize Customer Relations
August 11, 2020
If the ongoing struggles amid the pandemic have taught retailers anything, it is the need to automate their customer service experience. Customer experience automation is making the difference between hanging on until closing down and ensuring more returning customers.
Refocus Your Sales Strategy on the Phone Call
July 20, 2020
Getting a prospect on the line and talking to them directly matters. It's the ability to deliver the pitch with the right content, cadence, and care for your future clients' needs that makes a voice call so effective. It's not just salespeople who prefer a call -- 92 percent of all customer interactions happen over the phone. Simply put, that direct human connection creates the right environment to establish trust.
How to Win at E-Commerce on the New Walmart.com
July 16, 2020
Walmart is embracing new strategies, partnerships, and infrastructure that have modernized its e-commerce platform and made it a more formidable rival to Amazon. In particular, three big factors are at play: enhanced content opportunities, the introduction of new fulfillment capabilities, and the introduction of self-service marketing tools.
Improving Company Performance
July 13, 2020
A recent study found that businesses across North America are led well and staffed with people who are engaged in what they're doing. But technology is barely adequate -- and because of this, managers should devote their attention to improving systems whenever they think about how to improve overall company performance.
B2C Response Rates at SMBs Crushing Enterprises
July 6, 2020
A company's ability to answer customer questions and resolve problems has become as essential as product, quality, and price. When customers are ignored, or given the impression they are unimportant by slow response times, the consequences of lost business and a damaged reputation can be irreversible. A recent study found that many businesses fall short of providing timely customer service.
Let's Rethink Our Relationship With CRM
June 24, 2020
If you search for "why CRM fails" you get over three million results. Analysts report that close to half of all CRM projects fail and about 40 percent of CRM software purchased goes unused -- because sales teams don't want to use software that makes them glorified data entry clerks and still doesn't "work." As a CRM industry veteran, this ongoing failure rate hits close to home, and in my experience is much higher.
Time to Beef Up Your Algorithms
June 18, 2020
Accuracy means getting the right answer. Precision is about getting the right answer time after time. In a CRM situation an algorithm that gets the right answer is accurate and nice (we got the deal!) but if the business process supported by CRM has a lot of returns or unhappy customers, it's not very precise.
4 Things You Need to Know for Successful Enterprise CRM Integration
April 27, 2020
The enterprise IT environment is complex. Many systems, technologies and practices developed at various times coexist in the same world. With expectations for technological advancements at their peak, we're tasked with enabling these systems to work together harmoniously to support the continuous sharing of information. Systems and data must connect as if all information were native to each.
Trying Times for Employee Engagement
March 28, 2020
These days are either the most trying time for encouraging employee engagement or the best we could expect. With so many people working remotely, many businesses need extra ways to communicate with the rank and file, and this might present a prime opportunity to try new things. We make a big deal of engaging the customer, and in most CRM circles engagement outranks simple customer experience.
4 Ways Intelligent CRM Can Help You Reach Tech-Savvy Millennials
March 18, 2020
Does your customer relationship management strategy have what it takes to reach Generation Y? It's estimated that by 2021, an additional $394 billion in revenue could be gained from artificial intelligence adoption in CRM activities in the U.S. As companies grow and technology evolves at a faster-than-ever pace, collecting, storing and providing data is becoming a bigger and bigger task.
6 Signs You May Be Ready for a CRM Switch
March 14, 2020
In today's evolving business environment, every operational decision is critical -- and that includes best practices for managing the customer journey. The CRM platform is an integral part of the process. In fact, 91 percent of companies with more than 11 employees use a CRM system. Because of the time it saves and the structure CRM delivers, it can seem daunting for businesses to make a switch.
The Virus and Podcasting
March 7, 2020
The coronavirus scare is working its way through the economy -- even affecting CRM. At this point some vendors are canceling events rather than taking the risk of having thousands of customers, press and analysts descend on a city, swap microbes through the air for a few days, then go home and likely further spread the microbes, some of which could be the virus.
Building the Salesforce Franchise
March 5, 2020
Franchising is a tried-and-true business model with numerous permutations that benefit all participating parties. For the vendor it's a great model for expanding without all of the downside risk associated with building a business, like finding all the financing and hiring people. The franchisor generally sells licenses to willing partners who agree to uphold the standards of the brand.
The New App Dev CRM Model
February 5, 2020
CRM is an industry that's been full of turning points, and I think it is at another. There have been many smaller turns, like the additions of analytics, social media and process flows. However, to get a sense of this point in time, I think you have to go all the way back to the turn of the century and the rise of cloud computing. The cloud was important as an economic marker in some unique ways.
3 Ways to Build Positive Relationships with B2B Customers
February 4, 2020
For most businesses, meeting target sales goals and key revenue metrics are top priorities. While building positive relationships with customers is important, it isn't the easiest metric to quantify. For this reason, many companies end up ignoring the work it takes to build relationships with customers, and begin to focus on other, more easily-tracked metrics like deals closed and upsells.
Keeping the 'Service' in SaaS
November 20, 2019
In today's highly competitive B2B software industry, it's not enough to staff a call center and sit back and wait for customers to reach out when they need you -- it's imperative that you take the initiative. When customers have so many solution vendors to choose from, service becomes a strategic differentiator to set your company apart from the crowd.
How Committed Is Your CEO to a Great Customer Experience?
September 30, 2019
Consumers have been adopting disruptive digital technologies in their daily lives at a rapid pace. Customers went from being limited to brick-and-mortar stores to researching, comparing and buying a company's products and services online. Along with those shifts came a change in how customers communicate with companies, and the need for positive, consistent and engaging customer experiences.
Salesforce Q2 Earnings: No Worries
August 24, 2019
Salesforce continues to grow, albeit a little slower than in prior quarters. At least that's my reading of a $4.0 billion quarter that's 22 percent better than the same quarter a year ago. I am used to seeing growth percentages in the high 20s but I am not concerned about a slowdown. I don't know if the spending spree on Tableau and ClickSoftware had anything to do with the numbers.
Taking the Leap With B2B Customer Experience Tech
August 20, 2019
The business-to-consumer shopper experience has undergone a seismic shift in the past few years, thanks in large part to new technology. Improved personalization enables consumers faced with a vast field of purchase options to select the brand that best meets their needs and desires. Business-to-business buyers rarely enjoy the same rich buying experiences.
How to Check the Pulse of Your Voice of the Customer Program
August 6, 2019
These days, what business isn't pushing to become more customer-centric? And for good reason --88 percent of businesses view customer experience as a competitive differentiator. A customer-centric culture is a source of long-term strategic competitive advantage. Culture is the one aspect of a business that cannot be replicated easily by the competition.
Turning Research Into Product
July 31, 2019
Oracle just published some commissioned research that gives us insights into both CRM generally and the times we live in. A study of more than 1,100 people across several generations found the following: Almost half of consumers have blacklisted a brand as the result of a bad experience; more than one-third of consumers said they would never shop with a company again after just one bad experience.
Boost Your CRM With IaaS
July 24, 2019
CRM systems are the lifeblood of many businesses, and the volume of customer data within them keeps growing as companies digitize more processes. That data often is not being used to its full potential, beyond basic reporting on sales metrics and marketing campaigns. With the advent of mainstream machine learning and artificial intelligence technologies, this is all changing, and quickly.
Back to the Old School With Zoho
April 13, 2019
Customer relationship management keeps expanding, and some people might wonder why we never seem to get all the way to some mythical goal of perfection. One of the chief reasons is that the goal posts are moving away from us and always will be. This isn't some plot by the software companies to drive demand. From what I've seen, most companies simply try to keep up with demand with increasingly diverse products that meet real market needs.
Stocks and Flows, in Brexit and CRM
April 4, 2019
In one way or another, CRM is the heart of the digital disruption, or the modernization of business. CRM was the first front office system to help organize significant staff doing important but far from routinized things for the business. You could rely on back office apps to organize various aspects of production, but the front office was the Wild West before CRM.
See More Articles in Strategy Section >>
Forrester names NICE inContact CXone a leader in cloud contact center software
When considering a new smartwatch, which feature set is most important to you?
Alerts and Notifications
Calls and Messaging
Clock and Time Tracking
Contactless Payments and Banking
Design and Personalization
GPS and Maps
Health and Fitness
Music and Video
Salesforce Industries Summit
Forrester names NICE inContact CXone a leader in cloud contact center software