Customers

MaritzCX has unveiled preconfigured B2B customer experience templates that monitor key financial indicators; metrics for customer touchpoints, including NPS and OSAT; business-specific outcomes; and overall account performance. The dashboards are integrated into the MaritzCX Technology Platform. "Th...

Before I was a parent, I was a youth leader. As individuals, teens had unique personalities, skills and stories, but one thing that was universal was the effect that parental communication had on them. Whether it was a criticism, a suggestion, or merely a bit of helpful information, the teens tended...

B2B customer support firm TeamSupport has added sentiment analysis technology, powered by IBM's Watson, to its customer relationship platform. The new tech provides automatic text analysis of email or chat responses to assess how a customer feels, so customer support teams can prioritize and persona...

If you operate an e-commerce company, the world is at your fingertips, and global markets offer the enticing promise of increased visibility and sales. "International expansion is a great way to mitigate risk and reliance on a single market for all your sales," noted Chris Vincent, global CEO of Pra...

Amazon has expanded Prime Wardrobe to all Prime members, after beta-testing the service on an invitation-only basis for a year. Prime Wardrobe is included in Amazon Prime memberships at no additional charge. "This is going to be an immensely valuable service for Amazon which will increase consumers'...

Large corporations are not the only businesses governed by Europe's GDPR, which became effective last month. Small and mid-sized businesses also are subject to its provisions. The regulation applies to the processing of personal data of individuals in the EU by an individual, a company or an organiz...

Newsletters are one of the primary means of communicating with both existing and potential customers. For small e-commerce business owners, however, putting together a regular newsletter may seem daunting. Is it worth your time and effort? In short, yes -- and following are some reasons you should c...

It's hard to say if paper consumption slowed thanks to digitization, because good historical use statistics are hard to find. However, it doesn't really matter, because business is drowning in paper.

One of the top current trends in the CRM space is that AI offers "the ability to gain insight, and the most important example is visitor tracking," said Dimitri Ahkrin, president of CRMDialer. "That's a big component -- knowing how in real time to react to something a prospect is doing on a site. It...

Oracle has been on a security campaign ever since Larry Ellison openly began discussing the new "autonomous database" -- so called because it can manage itself, including self-patching and upgrading, without human effort. The hands-off database can eliminate human labor to keep it tuned and running,...

Salesforce CEO Marc Benioff described Facebook as the "new cigarettes" in a recent appearance on the television show CBS This Morning and called for the U.S. to adopt a national privacy law like the GDPR, which just went into effect in Europe. "Maybe this is a time where the government has to step i...

"There's this notion that software is primarily something you have to work for," said Jon Lee, CEO of ProsperWorks. "There's a lot of data entry, a lot of navigating screens and moving between different windows. Software as it was designed in the 1980s was a database for recording information. The t...

Smart home and consumer IoT solutions promise significant opportunities for the insurance industry to reduce costs, alleviate risks, deepen customer engagement, and create new services and revenue streams. There are many barriers ahead, but given the tremendous upside, insurance companies have begun...

Lattice Engines, a provider of account-based marketing tools driven by AI, has announced the launch of Lattice Atlas, positioning it as the first customer data platform for ABM. The new platform synchronizes all customer data across a single, integrated view, making it easier for customers to see th...