Multi-channel customer experience management

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  • The more the merrier: Customer service goes multichannel

    Multichannel marketing means allowing customers to have conversations on their terms, at their convenience and using the channels -- phone, email, chat, text -- that make the most sense to them. At least one study says that customers of companies wit... 

  • Customer experience consistency key to successful CRM

    The age of the isolated call center is over. Organizations need to give customers a number of ways to reach them -- websites, mobile apps, Short Message Service, social media, the phone. But multichannel retailers, utilities and government agencies n... 

  • Today's customer service starts with mobile, social consciousness

    In a world where newfangled devices become mainstream seemingly overnight, companies are finding that legacy applications and a Facebook page no longer cut it. Whether confused by modifying existing mobile apps or curious about the soon-to-be-release... 

  • Defective mobile applications sully the customer experience

    Mobile applications have become critical connecting points between on-the-go customers and businesses. If a company has a mobile app that isn’t intuitive and helpful, customers will go elsewhere. This e-book chapter will review the technologies and p... 

  • 3-2-1 contact: The call center in a multichannel world

    Long past are the days when the contact center was simply a call center with agents on phones. Today, customers want to interact with agents 24 hours a day via email, chat on social media and text in addition to the old standby, the telephone. E-Handbook

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  • digital CRM

    Digital customer relationship management is the use of Internet communications channels and technologies to enhance customer relationship management (CRM) and customer experience management (CEM ) initiatives. 

  • 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... 

  • 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. 

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.