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Customer experience management strategy News
March 31, 2014
Analyzing feedback on customer experiences can help companies ensure they treat customers like royalty, said participants in a panel discussion.
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.
January 14, 2014
ICMI's Sarah Stealey Reed offers her insights about CRM trends in 2014, including emerging channels and the importance of getting the right data.
December 24, 2013
Target's security breach damaged more than wallets; poor retail experience hurts relationships with customers.
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Customer service automation brings speed and improved quality to the effort of serving consumers. If poorly managed, it can also do the opposite. Continue Reading
Campaign management tools need to have certain features: audience segmentation and personalization, customer lifecycle management, and more. Continue Reading
Location-based mobile application adoption is poised to take off, given technology improvements and cost reduction. Continue Reading
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Social CRM tools have become must-haves in CRM platforms. So is there a difference between social tools and CRM platforms more generally? Continue Reading
When viewed in isolation, customer service metrics like first-call resolution are misleading. Customer service effectiveness matters most. Continue Reading
Customers are driving a shift away from ownership and toward subscription models. Can companies benefit? Continue Reading
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At George Street Photo & Video, President Michelle Mantel uses Salesforce to streamline formerly manual processes and make nuptials less stressful. Continue Reading
True innovators recognize that customer engagement is at the heart of successful customer service. Continue Reading
Companies that don't develop processes and internal structures for handling their multichannel strategy can fall short on serving customers through multiple communication channels. Continue Reading
Problem Solve Customer experience management strategy Issues
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Customer service problems are really opportunities to boost customer trust in your brand. These 10 questions can help you restore that trust. Continue Reading
Put the voice of customers at the center of what defines a meaningful customer experience. Don't get distracted by the capabilities of the technology. Continue Reading
Employee advocacy is still immature, but it lets every company employee nurture customers and promote the brand. It brings CRM to everyone's door. Continue Reading