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Improving customer experience management across channels
Read this expert e-book to uncover why customer experience management (CEM) technology is the key to improving customer satisfaction and learn how to provide a consistent customer experience across all communication channels through a comprehensive C... E-Book
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Mobile engagement at Krispy Kreme: Clever sensors ping doughnut lovers
Easy-to-use apps that are designed specifically for mobile devices are a great way to engage customers. Just ask the folks at Krispy Kreme. Feature
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Tie contact center and IT for strong customer experience management
The contact center and IT are often worlds apart, and the customer experience suffers as a result. But industry observers say a few simple principles can change all that. Feature
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SugarCon speaker reveals 10 reasons why social CRM projects fail
Culture issues and lack of compliance policies are just two of the factors that work against social CRM, according to one speaker at this week's SugarCon conference. Social CRM Strategy | 10 Apr 2013
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Gartner: Social media revenue soaring despite moderate user increase
IT analyst firm Gartner predicts social media companies will take in nearly $17 billion in revenue this year. News | 09 Aug 2012
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Oracle ties social, CRM, analytics products to customer experience
Oracle is bringing together its many social, analytic and CRM acquisitions under a new customer experience management product strategy. News | 25 Jun 2012
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Chatter growing louder, more call centers see value of social media
Attendees at the ACCE call center expo say they’re ready to engage customers through social media. News | 17 May 2012
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Mobile CRM apps aim to connect smartphones, contact centers
Customers won’t start from scratch with new mobile app “bridge” programs that transfer their information to contact centers. News | 03 May 2012
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Cross-channel communication CEM support: A work in progress
Industry experts say companies need to step up plans for cross-channel customer service or risk damaging customer experience management strategies. News | 29 Mar 2012
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Experts say CEM technology can build single view of customer
Communicating with customers through multiple channels is not a luxury, it’s a necessity. Find out how companies use CEM technology to craft a single view of the customer across channels. News | 28 Sep 2011
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Building a multichannel contact center
Although IVR remains an integral part of contact center technology, social media use is growing. Find out how to manage multiple channels for the best ROI. News | 20 Apr 2011
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Click here, I'll call you right back
An emerging technology, click-to-callback, is helping companies better leverage true multi-channel communication by reaching out to online consumers via the phone. Article | 29 Jun 2005
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Five basic steps to a multichannel customer strategy
Tracking and serving customers across multiple channels can be one of the most difficult aspects of CRM. Here are some fundamental principles to keep in mind. News | 28 Mar 2005
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Tying loose ends to improve the customer lifecycle
Businesses should improve the internal sharing of information to get a full view of customers, according to Ventana Research analyst Richard Snow. Tip
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Is your call center multichannel or cross-channel ?
Multichannel contact centers are evolving into cross-channel centers. Lori Bockland examines the differences between the two contact center concepts. Answer
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A look at performance metrics in a multi-channel call center
The evolution of a simple call center into a multi-channel contact center means you have to think about new performance metrics. Are the ones that have served you well in the call center the same ones that will determine how well the multi-channel co... Ask the Expert
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Multi-channel customer support
Ask the Expert
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digital CRM
Digital CRM is the use of multiple electronic communications channels and technologies to enhance customer relationship management (CRM). The digital approach to CRM is more interactive than the traditional model but also automates many interactions ... Definition
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bees algorithm
The bees algorithm is a method of problem solving that mimics the behavior of honeybees to find the optimum solution. Based on the behaviors bees employ to search and prioritize, the algorithm is a classical example of swarm intelligence, in which ma... Definition
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multichannel marketing
Multichannel marketing is offering customers more than one way to buy something - for example, from a Web site as well as in retail stores. Definition
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SugarCon speaker reveals 10 reasons why social CRM projects fail
Culture issues and lack of compliance policies are just two of the factors that work against social CRM, according to one speaker at this week's SugarCon conference. Social CRM Strategy
-
Tying loose ends to improve the customer lifecycle
Businesses should improve the internal sharing of information to get a full view of customers, according to Ventana Research analyst Richard Snow. Tip
-
digital CRM
Digital CRM is the use of multiple electronic communications channels and technologies to enhance customer relationship management (CRM). The digital approach to CRM is more interactive than the traditional model but also automates many interactions ... Definition
-
bees algorithm
The bees algorithm is a method of problem solving that mimics the behavior of honeybees to find the optimum solution. Based on the behaviors bees employ to search and prioritize, the algorithm is a classical example of swarm intelligence, in which ma... Definition
-
Mobile engagement at Krispy Kreme: Clever sensors ping doughnut lovers
Easy-to-use apps that are designed specifically for mobile devices are a great way to engage customers. Just ask the folks at Krispy Kreme. Feature
-
Tie contact center and IT for strong customer experience management
The contact center and IT are often worlds apart, and the customer experience suffers as a result. But industry observers say a few simple principles can change all that. Feature
-
Improving customer experience management across channels
Read this expert e-book to uncover why customer experience management (CEM) technology is the key to improving customer satisfaction and learn how to provide a consistent customer experience across all communication channels through a comprehensive C... E-Book
-
Gartner: Social media revenue soaring despite moderate user increase
IT analyst firm Gartner predicts social media companies will take in nearly $17 billion in revenue this year. News
-
Oracle ties social, CRM, analytics products to customer experience
Oracle is bringing together its many social, analytic and CRM acquisitions under a new customer experience management product strategy. News
-
Chatter growing louder, more call centers see value of social media
Attendees at the ACCE call center expo say they’re ready to engage customers through social media. News
- See more All on Multi-channel customer experience management
About Multi-channel customer experience management
Learn more about enhancing the customer experience in today's complex sales and service environments. Gone are the days when customers only contacted companies through 1-800 numbers and companies only reached customers through print and TV ads. Now companies must provide a multi-channel customer experience, using social tools such as Twitter and Facebook in addition to the web and phone channels. Learn how multi-channel CRM is enhancing the customer experience and read about cool case studies such as providing mobile coupons to customers when they pass a given display. Read expert advice on multi-channel strategy and get best practices for creating a seamless customer experience across channels.