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Customer experience management strategy News
September 22, 2014
Many companies are moving to subscription-based models to deepen customer relationships.
September 04, 2014
Using social media to gather data on customers has been rife with opportunities -- and risks -- for customer data privacy.
August 15, 2014
In the era of multichannel retail, companies are struggling with customer data management, inventory fulfillment and more.
March 31, 2014
Analyzing feedback on customer experiences can help companies ensure they treat customers like royalty, said participants in a panel discussion.
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Digital marketing, mobility and social networks are changing the way we think about the customer experience. No longer is it enough to send the same message to all customers -- it now must be personalized. To that end, business professionals are ... Continue Reading
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
Evaluate Customer experience management strategy Vendors & Products
Weigh the pros and cons of technologies, products and projects you are considering.
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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Companies are using gamification to rally customers around their brand, create engagement and generate more effective customer incentives for loyalty. Continue Reading
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
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