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Coffee isn't for closers; it's for relationship builders

A shortsighted focus on closing the deal can cause a company to come up short of its real goal of nurturing consumers throughout the customer lifecycle.

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The impact of social customer service

As more consumers utilize social media customer service options, organizations are finding it's important to create strategies to handle company responses.

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Don't let release management get the better of your CRM

Don't get blindsided by the release management process. Protect users and your CRM from the unintended consequences of unanticipated changes.

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How multichannel data analytics enhance decision making

Data silos are killing company productivity, but also blocking companies from deriving key insights.

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CRM / Call Center Basics

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    account-based marketing (ABM)

    Account-based marketing (ABM) is a marketing approach that aims for greater efficiency and higher revenue by targeting high-value accounts rather than a broader pool of leads.

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    customer account record

    A customer account record is the basic unit of information about a customer that resides in a CRM, or customer relationship management system.

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    Tools for better omnichannel customer service

    Contact center agents can better approximate an omnichannel customer experience with the right tools, such as a single user interface for customer information.

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