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Tablets for business improve sales and CEM
When Chris Willard wakes up in the small town of Fergus, Ontario, he first reaches for the BlackBerry Playbook on his... Feature | SearchCRM.com
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CEM jobs employ both sides of the brain
If Don Draper spent half his time poring over pie charts and coffee-stained spreadsheets, he might not be so compelling as the chain-smoking and creative advertising exec portrayed in AMC’s popular television show Mad Men.
But the... Feature | SearchCRM.com
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CEM requires more than just customer service skills
As businesses deploy customer experience management initiatives, they need more than technology. They need the right people—and not just employees with customer service skills. Rather, people in marketing, sales and IT will have to serve as... Feature | SearchCRM.com
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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 | SearchCRM.com
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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 | SearchCRM.com
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Integrate customer data for a solid social media business strategy
Businesses that follow a detailed social media strategy will reap the rewards of CEM, according to consultant Brent Leary. Tip | SearchCRM.com
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Cross-channel communication CEM support: A work in progress
By 2008, Robert Leach, the chief information officer at AAA Western and Central New York, knew the auto club needed to improve its communications. He launched a customer experience management (CEM) plan based on cross-channel communication... News | SearchCRM.com
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IBM’s plans are in Tealeaf with purchase of CEM analytics firm
IBM has taken a big leap into CRM by purchasing the customer experience analytics company Tealeaf Technology Inc.
The acquisition, announced Wednesday, allows IBM to sell software that analyzes consumers’ online purchase data and is... News | SearchCRM.com
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Social, acquisitions, CEM topped CRM news in 2011
Pundits on every corner were telling companies to get going with their social strategies this year. But in the real world, companies were dogged by basic business problems, be they social or not, and most struggled to make their CRM operation... News | SearchCRM.com
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Volume 1 Nov/Dec 2011: Making CEM a priority
Guide | SearchCRM.com
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