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  • The more the merrier: Customer service goes multichannel

    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 wit... 

  • Customer experience consistency key to successful CRM

    The age of the isolated call center is over. Organizations need to give customers a number of ways to reach them -- websites, mobile apps, Short Message Service, social media, the phone. But multichannel retailers, utilities and government agencies n... 

  • Today's customer service starts with mobile, social consciousness

    In a world where newfangled devices become mainstream seemingly overnight, companies are finding that legacy applications and a Facebook page no longer cut it. Whether confused by modifying existing mobile apps or curious about the soon-to-be-release... 

  • Defective mobile applications sully the customer experience

    Mobile applications have become critical connecting points between on-the-go customers and businesses. If a company has a mobile app that isn’t intuitive and helpful, customers will go elsewhere. This e-book chapter will review the technologies and p... 

  • Social media outreach starts with strategy

    Companies don’t always do right by their customers on social media. This e-book chapter will explore how companies misuse social media -- mistaking it for a marketing vehicle -- how they should provide the proper tools to employees and how social pro... 

  • Improving the customer experience through technology

    Social media channels don't necessarily provide everything a business needs to know about customers. This e-book explains the potential failings of social media and how users can overcome those shortfalls. 

  • Moving Service: Staying Connected With Mobile Apps

    It’s expected for businesses to offer mobile apps that can fully integrate into their contact centers and, in turn, fuel e-commerce. This special edition of Business Information magazine will review how apps should be designed to reach custome... 

  • Innovation, skills key to an effective customer experience strategy

    With technology rapidly changing, companies want the latest innovations that will work hand in hand with their customer experience strategy. In this issue of Customer Experience Exchange, learn about which technologies companies use and how th... 

  • Social CRM goes to market

    Mobile commerce is gripping customers and not letting go, as evidenced by the feature article in this edition of Customer Experience Exchange. Read this now to learn how the smartphone trend is leading to a new breed of applications that lets you buy... 

  • digital CRM

    Digital customer relationship management is the use of Internet communications channels and technologies to enhance customer relationship management (CRM) and customer experience management (CEM ) initiatives. 

About Commerce technology and strategy

Customer experience management technology helps companies improve customer service and increase revenue. Get answers to the common question "what is customer experience management" and learn how to use customer experience management software to achieve your company's goals. Discover how companies are managing the retail aspect of the customer experience through POS upgrades and e-commerce technology. And find out how companies are managing the customer experience across multiple channels, including the Web, social media, mobile and phone.