The explosive adoption of the Internet has created a new kind of Web-savvy customer who expects a rich, efficient, personalized online user experience that's accessible 24/7 via any online access point -- Web, mobile device or social media -- and that provides consistent engagement across multiple channels. In order to succeed in today's online-centric world and meet the deman...
One of the goals often cited for implementing CRM is an improvement in customer loyalty. That sounds like a logical objective, and knowing more about your customers and the history of your interactions with them certainly helps you understand how to keep them coming back. Still, there's a long way f...
Gartner's Business Intelligence Summit 2011 kicked off on Monday in Los Angeles. It is the sister conference to one held in the beginning of the year in London. While the keynote speakers and participating companies vary, the general themes running through both conferences are the same. One is that ...
One of the great promises of the social CRM revolution was -- at least in my mind -- the opportunity for quick, creative, smaller companies to develop the same sort of customer relationships that larger companies could afford to create. There's a gulf between small businesses, which may speak or eve...
A new breed of consumer has emerged. This new breed -- the social consumer -- is more connected, more vocal and has greater control. Social consumers use social media to voice their praises about a particular business, but they use social media just as frequently to voice their concerns and anger a...
Yes, communities and infrastructure can't keep up
Some projects are moving too fast
No, expansion is needed to meet demand
The pace seems about right
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Enterprises Are Trading ‘Press One’ for CRM-Native AI Agents
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Silent Churn Is the Biggest Customer Support Risk
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Overcoming GenAI Roadblocks: TaskUs Helps Retailers Compete
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The End of ‘Spray and Pray’ Email Marketing
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Adobe Positions Itself as the AI Control Layer for CX
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AI Is Forcing Companies to Rethink Employee Experience
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How AI Is Changing Sales Teams Without Replacing Reps
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Workbooks Takes On CRM Giants With Plain-English AI
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