Features

Features

Customer success management

• How to create a great customer experience strategy in 6 steps

  In today's business landscape, a powerful CX strategy is key to gaining customer loyalty and a competitive advantage. Here's how to deliver a great customer experience, plus a template.  Continue Reading

• Discover the leading CX management software vendors

  Take a look at these in-depth roundups that detail the leading products that help companies manage their customer experience, as well as their notable features and buying options.  Continue Reading

• Life and business post-COVID-19 for employees and companies

  The COVID-19 pandemic has changed how companies interact with both employees and customers. Karl Sharicz offers a look at what he sees from a CX perspective going forward.  Continue Reading

• 5 key players on customer experience teams

  There are some individuals that are responsible for leading customer experience teams. While each role has distinct duties, they all strive to deliver positive CX.  Continue Reading

• Salesforce adds new features to Trailhead Live and Go mobile app

  Trailhead Live now features a live chat option and is available on Trailhead Go. While the mobile app fills a need, users still gravitate toward the desktop version.  Continue Reading

• To predict customer buying behavior, stop, look, listen, analyze

  Determining customer wants and needs to devise personalization strategies based on that data takes advanced technologies and the old-fashioned direct approach.  Continue Reading

• Customer personalization relies on tools, tactics, metrics

  Measuring the success of personalized engagements across multiple channels and making adjustments can help improve CX, differentiate offerings and increase sales.  Continue Reading

• Salesforce buys Salesforce.org: What that means for customers

  Salesforce.com bought Salesforce.org. Nonprofit Cloud customers mull changes they hope to see now that all Salesforce products are under one umbrella.  Continue Reading

• 7 features of CX management tools to consider

  Using CEM tools can help companies monitor, improve and manage the customer experience. Read on to learn what to look for when choosing CEM tools.  Continue Reading

• 4 customer success best practices to ensure loyalty and retention

  It's increasingly important for anyone who interacts with customers to be prepared to promote customer success. Learn how contact center agents can deliver a great customer experience.  Continue Reading