By this point, most businesses understand that they exist in a new reality -- the reality that allows customers to communicate with them and with each other in new, faster and in a more pervasive way. Some businesses are actually doing something about it, too -- hence, the emergence of social CRM, s...
One of the key benefits of branded online communities relates to the idea of treating customers as cocreators or codevelopers. With the advent of social networking, companies can further automate and expand their efforts to involve customers in the innovation process. For most companies, innovation ...
As one of the primary functional prongs in CRM, the marketing department should use coordinated customer data to advance the sophistication, even the science, of its practices. Eastman Kodak, Rochester, N.Y., drew customer awareness, perception, satisfaction and purchase information from decades of...
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Landing Intelligent Customer Service
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