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Commerce technology and strategy News
September 22, 2014
Many companies are moving to subscription-based models to deepen customer relationships.
February 07, 2014
Here's why a lack of CRM system integration with other corporate data can be the difference between success and failure of an IT project.
December 24, 2013
Target's security breach damaged more than wallets; poor retail experience hurts relationships with customers.
December 06, 2013
The year is almost over, so it's time to look back and reflect on what mattered to the CRM industry in 2013 -- and look ahead to the future.
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Digital marketing, mobility and social networks are changing the way we think about the customer experience. No longer is it enough to send the same message to all customers -- it now must be personalized. To that end, business professionals are ... Continue Reading
Location-based mobile application adoption is poised to take off, given technology improvements and cost reduction. Continue Reading
Multichannel marketing means allowing customers to have conversations on their terms, at their convenience and using the channels -- phone, email, chat, text -- that make the most sense to them. At least one study says that customers of companies ... Continue Reading
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When viewed in isolation, customer service metrics like first-call resolution are misleading. Customer service effectiveness matters most. Continue Reading
Companies shouldn't rush into buying mobile sales force automation apps, but rather base the purchase on how teams really work. Continue Reading
Our experts analyze customer service trends and strategies that companies of all sizes can use to amplify the customer experience. Continue Reading
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Geolocation apps pair consumer preferences and location to provide real insight about customer preferences. But these apps pose data integration and privacy challenges galore. Continue Reading
In part one, we explored how companies are using geofencing to identify customers' location and target ads and offers to them based on data about their preferences. Here, we explore how geolocation technologies could predict the future. Continue Reading
Companies have brought out the pom-poms for geofencing, but this method of customer targeting doesn't always translate into good customer experience. Continue Reading
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Even if you don't know it yet, mobile devices are butchering your old CRM business processes. Is your company ready for the adjustment? Continue Reading
The subscription-based service business model has blown away the older structures of many marketplaces. Here are how-tos on migrating to the model. Continue Reading
Confusion abounds about the difference between flavors of automated CRM: self-service, IVRs and virtual representative. Let's get this straight. Continue Reading