Customer experience CX management
- March 29, 2012
With many companies turning to loyalty programs to lure new customers and retain existing ones, experts note that the best programs are built on a solid customer service foundation.
- March 29, 2012
Social CRM is still about business strategy and customer satisfaction, but the social part brings a whole new element to traditional CRM.
- March 22, 2012
Highly personalized relationships with customers were recommended by Gartner at the research group’s annual Customer 360 Summit.
- March 20, 2012
Customers now own the business relationship, so companies need a coordinated approach to hear them, according to Gartner analysts at the research group’s annual conference.
- January 05, 2012
CEM initiatives suffer when employees can’t provide their perspectives on customer concerns.
- January 03, 2012
Customer experience management (CEM) crosses multiple departments and IT systems. How should organizations tackle the enormous task of mapping out a CEM transformation?
- June 29, 2011
Find out how Hyundai boosted its approach to customer experience management. Read best practices for creating customer experience management strategies and learn how to improve customer service.
- March 31, 2009
Get tips for optimizing the online customer experience through technology in this podcast with expert Martha Rogers. Learn how to deploy online self-service technology effectively.
- May 17, 2007
IBM's creation of a sales center within Second Life has real impact for forward-thinking companies that want to take customer service virtual.
- April 26, 2007
Call centers are seeking to improve the customer experience by identifying and measuring customer emotions. Call center agent training and carefully crafted customer surveys can improve the emotional connection with customers, but the business is ...
- March 16, 2007
This collection of the top five Microsoft CRM headlines and breaking news from Microsoft Convergence covers Microsoft's acquisitions, plans for Vista and upgrades to its CRM software. Browse the latest Microsoft news to keep up on the software ...
- September 14, 2004
Airlines are rushing to charge their customers for speaking with a live agent. It may be needed in a highly competitive industry but don't expect the practice to spread, says one analyst.
- July 08, 2004
A new report from AMR Research says that after a strong 2003, SAP is poised to become the new market leader.
- June 21, 2004
A new survey shows just how bad service has to be before customers will jump ship.