Finance and accounting technology became the No. 1 software budgeting priority for small and mid-sized businesses, according to a survey conducted last year. Almost 54 percent of respondents were budgeting to invest in accounting tools in the next 12 to 24 months, with those in the retail industry specifically forecasting to spend between $30,000 and $40,000. Given the ultra-competitive marke...
A personalized shopping experience gives e-commerce sites an edge, and businesses have been seeking new ways to make their customers feel welcome. "Every business should make their customers feel like they are the most important customer in the world," said Rob Maille, head of strategy and customer ...
Any retailer that wants to be competitive knows it must offer a seamless omnichannel experience to its customers. However, many retailers aren't aware that the key to powering that customer experience is IT system performance. Why? Omnichannel retailers must process, analyze and use huge amounts of ...
It's not that Salesforce has introduced more artificial intelligence apps for its Einstein analytics tool set -- this time for financial services -- that's important. It's that the clear trend now emerging is that you can't really have an industry market solution-set without analytics tuned to the v...
Digital transformation is all the rage right now, and technology companies are working hard to promote it. You can hardly take an action online or go to a conference without being bombarded by digital transformation messages from every angle. Some companies are even using it to sell items only dista...
Apriva has announced partnerships with AveriGo and Vagabond to offer innovative mobile shopping and payment solutions. Apriva offers an adaptive platform for secure mobile communications and omnichannel payments. Both its new partners are in the vending and F&B service industries. AveriGo offers...
There's a chicken-and-egg issue with digital disruption. Making decisions based on numbers instead of gut instinct is recognized to be a superior approach in many situations, but before you can get to decision making, people have to be able to use things like artificial intelligence and machine lear...
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...
What's the state of the selling profession today? In brief, it fluctuates significantly based on economic circumstances and a company's position in a category lifecycle. At the start of a category lifecycle, when vendors really need people who can educate and explain what a disruptive innovation act...
Until fairly recently, industry pundits had all but written off voice as a customer engagement channel. Considering there were more than 100 billion inbound calls via mobile devices alone in 2018, the past year has proven them wrong. There has been an incredible resurgence of voice as the new UI of ...
I've been writing a forecast column every year at least since W was president. Nothing's wrong with that, lots of people do. However, I often find that my forecast is more of a wish list than a true prognostication, so this time I'll dispense with the fiction of analytical rigor and just say what I ...
In technology parlance, the emotional result of a person's interaction with a website or digital app is called "user experience" or "UX" -- and the success of a business depends on it. Users who have easy, positive experiences with websites and apps likely will be drawn back to the business. On the ...
Oracle narrowly missed its number last quarter, so it was good to see the company come roaring back -- it made a lot of money. More importantly, many analysts have conceded that Oracle has reached a point in its infrastructure deployment where it can mount a serious challenge to other providers and ...
As of this writing, I haven't been prebriefed on what Oracle will be announcing at OpenWorld regarding CRM -- or as it refers to it, "CX" -- so this is a good time to express my own opinions. Oracle's direction in the last few years increasingly has been toward cloud computing and the autonomous dat...
Extremely - Personalization is a must. Without it, there's little chance of earning my loyalty.
Relatively - Personalization is a plus, but I do consider other factors when deciding who gets my business.
Minimally - Personalization is now automated and commonplace. Brands must do more to make me feel special to earn my loyalty.
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https://www.crmbuyer.com/story/playvox-workforce-management-prioritizes-emotional-loyalty-176750.html
Playvox Workforce Management Prioritizes Emotional Loyalty
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https://www.crmbuyer.com/story/messaging-key-to-meeting-changing-cx-preferences-176669.html
Messaging Key To Meeting Changing CX Preferences
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https://www.crmbuyer.com/story/sweetwaters-well-tuned-marketing-is-music-to-shoppers-ears-176751.html
Sweetwater’s Well-Tuned Marketing Is Music to Shoppers’ Ears
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https://www.crmbuyer.com/story/5-types-of-shoppers-and-what-they-want-for-the-holidays-177187.html
5 Types of Shoppers and What They Want for the Holidays
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https://www.crmbuyer.com/story/vr-platforms-deliver-metaverse-style-experiences-to-online-shopping-176865.html
VR Platforms Deliver Metaverse-Style Experiences to Online Shopping
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https://www.crmbuyer.com/story/for-better-crm-results-prioritize-pipeline-over-forecast-176709.html
For Better CRM Results, Prioritize Pipeline Over Forecast
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https://www.crmbuyer.com/story/why-quality-e-gifts-are-smart-business-decisions-177207.html
Why Quality E-Gifts Are Smart Business Decisions
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https://www.crmbuyer.com/story/robotic-letter-writing-lends-a-hand-to-personalized-marketing-crm-176595.html
Robotic Letter Writing Lends a Hand to Personalized Marketing, CRM
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https://www.crmbuyer.com/story/time-to-bring-back-the-corporate-research-lab-176768.html
Time To Bring Back the Corporate Research Lab
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https://www.crmbuyer.com/story/retail-reality-check-rewards-programs-do-matter-to-consumers-177090.html
Retail Reality Check: Rewards Programs Do Matter to Consumers
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https://www.crmbuyer.com/story/cloudworld-reevaluated-176705.html
CloudWorld Reevaluated
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