Manage

Manage

Learn to apply best practices and optimize your operations.

• Contact center outsourcing: Friend or foe?

  This essential guide examines outsourcing contact center operations, focusing on aspects such as customer experience, security and performance. Continue Reading

• How gamification has become serious business in enterprises

  Companies are using gamification to rally customers around their brand, create engagement and generate more effective customer incentives for loyalty. Continue Reading

• CIO shares strategies for IT-business alignment and success

  Celso Mello, CIO at a provider of home heating and cooling services, talks about his path to IT-business alignment and success. Continue Reading

• Customer experience improvements hinge on good customer data

  Companies need to make it worth customers' while to supply their customer data. Continue Reading

• Honing lead generation techniques with your CRM system

  You can collect lead generation data from multiple sources and use a CRM system to target marketing and sales campaigns. Continue Reading

• How CRM systems are helping couples say 'I do'

  At George Street Photo & Video, President Michelle Mantel uses Salesforce to streamline formerly manual processes and make nuptials less stressful.Continue Reading

• Mobile geofencing: The good, the bad and the ugly

  Companies have brought out the pom-poms for geofencing, but this method of customer targeting doesn't always translate into good customer experience.Continue Reading

• Sales analytics, forecasting get a boost from data modeling

  Customer sales analytics can indicate some important data correlations, but for real insight and better sales forecasting methods you need modeling.Continue Reading

• CRM data integration still hobbles mobile

  A lack of data integration between CRM and other back-end systems still impedes true mobile CRM capability.Continue Reading

• Customer engagement emerges as the next frontier in product innovation

  True innovators recognize that customer engagement is at the heart of successful customer service.Continue Reading

• Making the case for mobile CRM software

  Mobile CRM software and salespeople are a match made in heaven. But there are other use cases for mobile CRM that can also justify the expense.Continue Reading

• Before diving into multichannel strategies, get your house in order

  Companies that don't develop processes and internal structures for handling their multichannel strategy can fall short on serving customers through multiple communication channels.Continue Reading

• Driving multichannel engagement with the voice of the customer

  Companies need to be ready to interact with customers via many different contact points to foster better engagement.Continue Reading

• Ten customer service issues to keep you up at night

  Customer service problems are really opportunities to boost customer trust in your brand. These 10 questions can help you restore that trust.Continue Reading

• Excessive focus on technology drowns out voice of the customer

  Put the voice of customers at the center of what defines a meaningful customer experience. Don't get distracted by the capabilities of the technology.Continue Reading