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Managing customer relationships today is about a whole lot more than a weekly newsletter and a few phone lines. Organizations ahead of the curve have accepted this rule, drilling down on customer experience management strategies designed to deal with the multitude of communication channels available to customers. It's not just about about the technology -- though, that is an important part of CEM. Successful customer service is also about strategy: how to ensure customers are satisfied at each and every point of contact, whether it's via smartphone, tablet, email or social media.

This three-part guide will focus on the steps that companies need to start making to keep up. We kick off with a guide to forming a successful e-commerce strategy -- starting with six key factors that can make or break a customer's shopping experience and, ultimately, your business. Next we examine the "outside-in" approach to contact center technology -- putting yourself in the customer's shoes and making the technology they use to contact you as simple as possible. We close with a look at where tomorrow's CEM technology is heading.  Access >>>

Table of contents

  • E-commerce growth necessitates a strategy switch-up
  • An outside-in approach to contact center technology
  • For customer management, a single view is best

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