The field of CRM bloggers is like the start of a marathon: There may be thousands of entrants, but there are only a few elite runners. Identifying them from the rest of the pack is not always easy -- especially as their enthusiasm for blogging waxes and wanes, or as they move into other formats, lik...
Companies need to understand that their employees are key to keeping customers satisfied as they increasingly focus on the customer experience this year, said Bruce Temkin, managing partner of the Temkin Group. Temkin identified eight customer experience trends for 2015: corporate culture conversati...
James Surowiecki, author of The Wisdom of Crowds and business and finance columnist for The New Yorker, published an article in the magazine's Nov. 10, 2014, issue entitled, "Better All The Time." The piece connects the importance of culture-wide continuous incremental improvement using data and ana...
Ever built a house of cards? It's critical to start with a sound foundation to support your later efforts. No matter how sturdy your start is, however, a wrong move anywhere along the way can bring down the house and cause all your work to be for naught. Delivering good customer experiences is lik...
The practice of repeatedly serving up ads for products consumers previously viewed or asked about -- called "retargeting" -- not only works, but works so well that its use is spreading beyond simple marketing. So says a recent survey of marketers conducted by Adroll, which provides this type of ad t...
CRM makes several promises to its users, including selling more or selling faster, resolving service issues faster or at least quickly, and generating more leads. If you do root cause analysis, however, you can quickly conclude that at least in some cases, you are looking through the wrong end of th...
The numbers prove it: Sales and marketing just aren't playing well together in most organizations. A not-so-small industry has sprung up to attack the issue of sales/marketing alignment, but the problem is so deeply entrenched that it may never be fully eradicated. That's a little weird when you thi...
I have sympathy for customer service representatives -- really, I do. I know that customers can be ignorant, demanding and ill-mannered. On the other hand, CSRs should be trained to deal with bad-tempered customers. Also, CSRs should be trained to avoid provoking pleasant and agreeable customers to ...
Several news stories have provided interesting insights into the Black Friday phenomenon and into customer behavior. One indicates sales slipped by 0.5 percent from the same period last year, despite sharp discounting and stores opening on Thanksgiving. Another story shows how the Black Friday pheno...
I am a nerd with a goofy hobby -- I build plastic model airplanes. However, that hobby affords me a view of customer relationship issues in an interesting and intimate way. Most of the time, the vendors in this space get things right, realizing theirs is a niche industry and their customers really a...
Salesforce.com on Monday launched App Hub, an upgrade to its Desk.com customer service platform. App Hub features more than 50 apps for a wide range of functions including e-commerce, email marketing, telephony and text messaging. Partner apps available with Desk.com include Harvest, JIRA, MailChimp...
Evian ran a promotion to give away bottled water during August in New York. People had only to tweet using the hashtag #evianBottleService to get free water delivered to them on the streets. To pull it off, Evian coordinated its social listening efforts and its marketing strategy. "Social listening ...
CRM has been around for a long time now -- more than 25 years. Amazingly, many businesses, including large businesses with revenue in excess of US$100 million, still operate without it. That's amazing, because to many business leaders, CRM has become table stakes when it comes to creating a software...
There appears to be a new trend emerging in the enterprise mobile engagement space, according to OpenMarket. Increasingly, its enterprise customers are adapting its platform to use SMS in new ways, said Tim Fujita Yuhas, the company's director of product management. Sometimes those uses are obvious ...
The idea of an omnipotent software platform and the evolution of customer science go hand in hand. Customer science is the upshot of my idea that we're in the process of converting from random acts of CRM in the front office to a more structured, efficient and predictable approach to conducting fron...
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https://www.crmbuyer.com/story/enterprises-are-trading-press-one-for-crm-native-ai-agents-177614.html
Enterprises Are Trading 'Press One' for CRM-Native AI Agents
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https://www.crmbuyer.com/story/ai-in-customer-service-efficiency-gains-workflows-still-fractured-177618.html
AI in Customer Service: Efficiency Gains, Workflows Still Fractured
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https://www.crmbuyer.com/story/silent-churn-is-the-biggest-customer-support-risk-177596.html
Silent Churn Is the Biggest Customer Support Risk
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https://www.crmbuyer.com/story/why-googles-universal-cart-means-brands-must-sell-to-ai-not-humans-178630.html
Why Google’s Universal Cart Means Brands Must Sell to AI, Not Humans
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https://www.crmbuyer.com/story/adobe-positions-itself-as-the-ai-control-layer-for-cx-180293.html
Adobe Positions Itself as the AI Control Layer for CX
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https://www.crmbuyer.com/story/revenue-tech-stack-sprawl-slows-ai-adoption-177637.html
Revenue Tech Stack Sprawl Slows AI Adoption
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https://www.crmbuyer.com/story/ai-can-grow-smb-revenue-if-it-moves-beyond-the-back-office-178623.html
AI Can Grow SMB Revenue — If It Moves Beyond the Back Office
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https://www.crmbuyer.com/story/workbooks-takes-on-crm-giants-with-plain-english-ai-177589.html
Workbooks Takes On CRM Giants With Plain-English AI
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