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Mobile location-based services need time to mature

Mobile location-based services have the potential to give companies serious consumer insight, but ethical issues abound.

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Microsoft combines CRM, ERP clouds with newest service

With Dynamics 365 integration and role-based licensing, Microsoft gives customers something they don't get from other CRM systems, and changes how companies buy cloud services.

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The evolution of contact center features explained

Contact center evolution is explored through four key features, identifying how contact centers have changed through the past, present and future.

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Digital marketing software market heats up

With a flurry of mergers and acquisitions in the digital marketing space of late, the question is whether the marketing acquisitions will truly augment existing platforms.

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    The evolution of contact center features explained

    Contact center evolution is explored through four key features, identifying how contact centers have changed through the past, present and future.

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    customer health score

    Customer health scores can be descriptive or predictive. Descriptive scores focus more on the current state of customer health, whereas predictive scores use current data triggers to predict a customer's future propensity to drop off or renew.

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    customer engagement

    Customer engagement is the means by which a company forges a relationship with its customer base through advocacy and action on the part of customers.

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