Customer Experience Exchange Ezine offers insights into and tips about the customer experience. Catch up on past issues focused on customer engagement and loyalty, CRM analytics, social and customer-facing initiatives, cross-organizational communication, how companies are maintaining a single view of the customer and more.
Table of contents:
Discover how to get customer-facing groups to buy into CEM and make it a priority, how employee satisfaction may or may not affect customer loyalty and how CEM fits into a company’s overall strategy.
Issue 2 highlights the contact center. Often an overlooked facet of customer relationship management (CRM), the contact center is usually the first way a customer reaches out to a company and thus should always be considered in CRM strategies.
In issue 3, Chris Maxcer delves into world of incorporating team-building activities into contact center agents' schedules, Vangie Beal discusses Dell's six-year investment in social media and Anna Fiorentino writes about why customer loyalty has dipped nearly 10%.