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More companies join CEM choir but still lack maestros
Getting a full view of customers and anticipating their needs will create a winning CEM strategy, according to executives and experts. Feature
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Wine lovers use social media tools to foster an online community
The non-profit Guild of Sommeliers could teach big business a thing or two about building an online community. Feature
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Successful CEM strategy, study finds, calls for higher employee wages
A retailer's successful CEM strategy, study finds, requires above-average employee wages. Feature
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A top e-commerce strategy seen as ticket to strong sales
Analysts provide tips on strengthening e-commerce strategies. Feature
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Contact centers need an outside-in approach to technology, analyst says
A Forrester Research analyst recommends that contact center managers consider the customer's perspective when acquiring new technology. Feature
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Dreamforce 2012 conference coverage
Follow along with our editors and experts as they report and analyze Dreamforce 2012. Conference Coverage
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Facebook ad spending continues despite big exits
Some companies are moving away from paid ads, but most look to Facebook’s youthful audience to close their accounts. Feature
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Are companies implementing customer experience management software too quickly?
In The State of Customer Experience Management 2012 report from the Temkin Group, only 7% of the companies surveyed felt that they are “very strong” in customer experience management. In this issue of Customer Experience Exchange, discover ho... E-Zine
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Are social CRM strategists falling for Tumblr?
Tumblr's role in the typical organization's social CRM strategy is still up for debate. Analysis
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ROI, budgets prevent companies' embrace of social media analytics
There might be a lot of buzz around social media analytics, but businesses have yet to invest or implement, according to a new TDWI survey. Feature