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Customer experience management strategy News
June 19, 2017
Sprint CMO Roger Sole shares his company's reboot story and explains how technology is radically changing his department's approach to marketing.
May 02, 2017
In strikingly similar moves, CRM rivals Oracle and Pegasystems provide support for new Google Home, Amazon Alexa and Facebook Messenger channels driven by AI, APIs.
March 15, 2017
The purchase of Tagga is expected to help Campaign Monitor combine cloud email marketing with CRM. Less costly, more personalized marketing campaigns will be possible.
February 01, 2017
The Salesforce flavor of artificial intelligence, Einstein, is trying to bring practical productivity to everyday tasks, but can it prevail over long-standing competition?
Customer experience management strategy Get Started
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A virtual agent (sometimes called an intelligent virtual agent, virtual rep or chatbot) is used to describe a program based in artificial intelligence (AI) that provides automated customer service. Continue Reading
A contact center -- also referred to as a customer interaction center or e-contact center -- is a central point from which all customer contacts are managed. Continue Reading
Social CRM, or social relationship management, is customer relationship management and engagement fostered by communication with customers through social networking sites, such as Twitter and Facebook. Continue Reading
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The right CRM products can give organizations a competitive edge by helping them identify, attract and retain customers. Learn how to select the right tools for your organization. Continue Reading
Choosing the right CRM suite requires meticulous planning, careful consideration of your organization's needs and requirements, and attention to detail. Continue Reading
A personalization engine can help provide a better customer experience. Expert Geoff Bock helps break down the differences between Acquia Lift, Evergage and Google Optimize. Continue Reading
Manage Customer experience management strategy
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Experts say organizations should focus on enhancing the customer experience with chatbots -- not so much on passing the legendary Turing test for artificial intelligence. Continue Reading
As social media begins to play a larger role in customer interactions, social media CRM best practices are an increasing must-have for any organization trying to keep up. Continue Reading
While many factors can make or break a sales-service platform merge, three challenges stand out when combining service, sales strategies. Continue Reading
Problem Solve Customer experience management strategy Issues
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Experts offer an abandoned call formula and advice on what to include when calculating call abandonment rates. Continue Reading
The difference between traditional data governance and rules surrounding the mining of customer data is an extra layer to prevent the 'stalker effect' that turns away business. Continue Reading
Customer data governance policies differ from traditional data governance in several ways. Finding that line between building trust among customers and stalking them is a start. Continue Reading