Problem solve
Get help with specific problems with your technologies, process and projects.
Problem solve
Get help with specific problems with your technologies, process and projects.
CRM platforms alone won't give total customer picture
Some CRM vendors have started to demonstrate the power of unified CRM platforms, enabling companies to manage customer data, analytics, financials and more from a single application and get a unified view. But many companies still struggle with ... Continue Reading
Companies turn to marketing automation, beacons to shine new light on customers
To succeed in today’s retail market, organizations need to really understand their consumers -- their buying habits, their interactions and their desires. So they’ve turned to new developments such as marketing automation systems and beacon ... Continue Reading
The double-edged sword of location-based technologies
Location-based technologies like personalization are yielding valuable consumer data, but companies need to be careful stewards of the information. Continue Reading
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Customer data integration needs strategy to derive meaning
Your approach to customer data integration needs to be guided by another strategy to determine which information is relevant. Continue Reading
Don't let false assumptions drive your customer communication strategy
Companies often assume they know their customer base and then dial in customer communications. Here are three tactics to truly connect with customers. Continue Reading
Holiday shopping season signals future of mobile engagement
Mobile shopping is on the rise. Companies trying to appeal to customers on those devices need to make the mobile experience quick and easy.Continue Reading
In healthcare, information silos block patient data analysis
Government regulations encourage healthcare providers to maintain information silos, hobbling the data analysis that could improve business processes and patient care.Continue Reading
Data quality is the key to building customer relationships that last
Without high-quality data, building customer relationships is a constant struggle. Companies need to clean up messy databases and establish connections based on complete, up-to-date information -- or risk losing business.Continue Reading
What marketing automation software won't automate
To get the most from marketing automation tools, there's some not-so-automated work to do before, during and after deployment.Continue Reading
Lead gen software improves, but is still hampered by human hurdles
With lead generation software available, there's no excuse for sending lame leads to sales. But lead gen needs sales and marketing on the same page.Continue Reading
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Voice of the customer strikes new bargain in B2B marketing
B2B marketers are now facilitating a better deal with their customers: In exchange for data, they need to provide customer value.Continue Reading
Customer experience affected by key touchpoints
Many factors contribute to customer experience.Continue Reading
Misleading metrics in customer service effectiveness
When viewed in isolation, customer service metrics like first-call resolution are misleading. Customer service effectiveness matters most.Continue Reading
Modernization in today's contact centers
Strategies, trends and best practices for modernizing today's contact center are examined in this essential guide.Continue Reading
SIP and the cloud are main targets for contact center upgrades
As companies seek to develop more mature multichannel communication strategies, upgrading contact center infrastructure has become a top concern.Continue Reading