Commerce technology and strategy News
July 18, 2016
Salesforce Marketing Cloud is helping companies inch closer to customers, particularly with tactics like marketing personalization.
June 16, 2016
There are a number of tools that help companies collect and analyze customer data behind the scenes, but the most valuable interactions may happen out in the open on social media.
May 19, 2016
Companies like Lyft are part of smart city projects to reduce traffic congestion and improve transportation. Find out what types of applications could have a greater impact.
April 12, 2016
Fenway Park Events sells outings at Fenway -- but without a CRM system, sales and service were working at cross-purposes.
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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. Continue Reading
Companies are seeking to combine physical and digital (phygital) communication channels and provide customers with a seamless experience. Continue Reading
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. Continue Reading
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Companies have come to recognize that providing stellar customer service in just one channel will quickly fall apart if multichannel customer experience is poor. Continue Reading
Companies are moving from gut feel to rely on scientific tools, such as IoT analytics data, to develop customer experience strategy. Continue Reading
The virtual contact center has become increasingly compelling. Why? Continue Reading
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Mobile location-based services have the potential to give companies serious consumer insight, but ethical issues abound. Continue Reading
Mobile location-based services can yield information about customers, but companies need to travel a careful line with the information they gather. Continue Reading
The artificial intelligence assistant from Conversica helps sales representatives initiate leads, follow up with potential customers and focus on closing deals. Continue Reading
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Customer service agents set the tone for a customer's interactions with a company. Learn how to improve the experience with contact center management dos and don'ts from an expert. Continue Reading
Kelly Roofing turned to Microsoft Dynamics to increase communications among salespeople and the back office -- and improve customer service. Continue Reading
Companies tend to focus on the events leading up to a sale. But research suggests that post-sale interaction is key for long-term relationships. Continue Reading