Commerce technology and strategy News
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.
April 06, 2016
Although consumers have been reticent about digital payments, new services -- such as Venmo and blockchain -- are making the benefits of mobile payments difficult to deny.
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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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The virtual contact center has become increasingly compelling. Why? Continue Reading
While companies go to great lengths to enlist IT security measures, the reality is they block business productivity. Continue Reading
SAP is trying to broaden the boundaries of CRM in service of a customer engagement strategy. Continue Reading
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The artificial intelligence assistant from Conversica helps sales representatives initiate leads, follow up with potential customers and focus on closing deals. Continue Reading
Personalized messaging can be an invaluable tool for marketers. Unfortunately, these marketing campaigns aren't living up to their potential, according to consumers. Continue Reading
Mobile and social CRM have reshaped the customer experience, creating two-way conversations and multichannel endeavors. 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