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Learn to apply best practices and optimize your operations.

• Can workforce optimization impact the customer journey?

  Workforce optimization software can make contact center agents more efficient and help them provide timely service to customers. Continue Reading

• Personalized marketing rooted in customer insight

  Knowing as much as possible about customers is the first step in personalized marketing. But these practices mean nothing without customer trust. Continue Reading

• Social media customer service presents new challenges

  Effective social media customer service requires companies to make some key decisions on staffing and division of labor. Continue Reading

• Location-based service apps yield trove of information

  When customers come into a store with offers from location-based service apps, like mobile wallets, it indicates a new level of buying intention greater than just window shopping. Continue Reading

• Content marketing strategies can soar -- or fall flat

  Companies' content marketing strategies fall flat when they lack insight about what kind of content resonates with their audiences. Continue Reading

• Effective social media metrics for customer experience

  Social media metrics should help companies boost sales or improve customer service, not just measure audience numbers in a vacuum.Continue Reading

• Using the secret sauce of mobile location-based services

  Location-based services offer a powerful new way to deepen customer loyalty and up-sell to consumers. But companies still have a distance to travel with LBS.Continue Reading

• Cloud-based marketing tools need integration to work

  When companies don't integrate their cloud-based marketing tools, customer data can easily become out-of-date and out-of-sync among various systems.Continue Reading

• Improving customer engagement strategies with CRM tools

  There are several different types of CRM tools that can be used to improve your customer engagement strategies.Continue Reading

• Diverse content strategy can foster brand loyalty

  If they aren't valued and engaged, customers won't come back to your company. Here’s how to create a diverse content strategy to produce a base of brand loyalists.”Continue Reading

• The death of the mall could spell rise of mobile retail economy

  While malls are dying, lifestyle centers could signal the next chapter for retail -- aided by mobile technologies.Continue Reading

• Service for Apps brings in-app support to Salesforce Service Cloud

  Service for Apps allows Salesforce Service Cloud users to embed live agent support and a knowledge base within their applications and other CRM news.Continue Reading

• Don't get tangled in marketing metrics

  Marketers can get too caught up in measuring everything. They need to find the right KPIs to track performance and drive revenue.Continue Reading

• Data-driven marketing strategy mixes old, new practices

  The wealth of customer data available today has changed marketers' job descriptions. But the more things change when developing a data-driven marketing strategy, the more they stay the same.Continue Reading

• Salesforce releases Wave Analytics Apps and Sales Wave Analytics

  Wave Analytics Apps, the latest offering from Salesforce, makes crunching the numbers easier through tighter integration with Salesforce 1.Continue Reading