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Verint buys ForeSee for $65 million
By combining Verint and ForeSee, users can capture customer interactions through SMS and customer surveys, as well as through online traffic and digital channels.
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4 metrics to measure chatbot success
Chatbot success can be measured using a number of metrics. Each helps improve the customer experience. Read on to learn which KPIs are beneficial for improving CX.
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What is the role of a chief customer officer?
The chief customer officer serves in many capacities, some of which include overseeing customer experience, sales, and service and support contacts, as well as unifying customer contact.
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6 tips for driving self-service adoption
Self-service platforms should be visible to customers, emphasized across all channels of communication and well-promoted. These and more tips are discussed here.
How to Use AI to Transform Your CX strategy
In this exclusive guide, explore AI systems from Pega, Oracle, Salesforce and SAP, how to nail your AI strategy to avoid expensive mistakes, how text analytics, sentiment analysis, speech analytics and natural language processing improve CX, and more.
Trending Topics
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CEM across channels Evaluate
What is the role of a chief customer officer?
The chief customer officer serves in many capacities, some of which include overseeing customer experience, sales, and service and support contacts, as well as unifying customer contact.
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Management strategies Evaluate
CRM pay for technical skills has ups and downs
Premium pay for skilled IT jobs remained largely unchanged heading into 2018, but workers will still be rewarded for CRM certification, according to Foote Partners' latest research.
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CEM strategy News
Verizon's CX play could boost telecom's software future
Telecom giant Verizon is boosting its software business with an AI-based CX system for contact centers, with tools for virtual and live agents, authoring and social engagement.
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SaaS and cloud costs News
SaaS CRM license renewals not always easy
Companies that got a discount with their initial SaaS CRM implementation may not get the same kind of treatment when they renew their SaaS CRM license three years later, but the buyer still has the upper hand.
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Data governance Manage
What to expect from a data protection officer
The GDPR's data protection officer mandate gives the EU a point person for compliance complaints, but not all companies need one. See when DPOs are required and what they do.
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Strategy and effectiveness Manage
Sporting goods giant revamps approach to sales planning
Sporting goods giant uses sales performance and planning tools to upend traditional product-centric approach, tackle engagement issues and pitch a better story to customers.
Topics Covered
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Call center management and customer service (8) +
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CRM and marketing (6) +
CRM learning center
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CRM management (5) +
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CRM technology and software decisions (8) +
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Customer data management (6) +
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Customer experience management (7) +
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Sales management strategy (3) +
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Software as a Service CRM and CRM on demand (5) +
Featured Authors
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Margaret Rouse asks:
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Evaluate
6 reasons why self-service platforms frustrate users
Customer self-service platforms free up live agents for more complicated issues, but if this software is not kept up to date, users can become frustrated.
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4 metrics to measure chatbot success
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What is the role of a chief customer officer?
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Are autodialers still relevant in the modern world?
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Problem Solve
How to anticipate and mitigate customer dropouts
Learn about the key metrics marketing teams can use to analyze customer intent, detect leads in danger of dropping out and focus energy on nurturing those leads.
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Social CRM data may not be as trustworthy as you think
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Microsoft nonprofit CRM catches up with Salesforce
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Mystery shopping platforms offer rich CX data
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CRM (customer relationship management)
Customer relationship management (CRM) is the combination of practices, strategies and technologies that companies use to manage and analyze customer interactions and data throughout the customer lifecycle, with the goal of improving customer ...
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6 tips for driving self-service adoption
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6 tips for inspiring fierce customer loyalty
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Tips to ensure successful call center agents
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E-Handbook | January 2019
CRM and CX management at crossroads in the customer journey
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E-Handbook | October 2018
Customers buy more and more into voice shopping
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E-Handbook | June 2018
Tips and tricks for interacting with customers on social media
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E-Handbook | April 2018
Marketing automation platforms merge CRM and content
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E-Handbook | February 2018
Virtual agents not yet ready for primetime customer service
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CRM / Call Center Basics
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Get Started
CRM (customer relationship management)
Customer relationship management (CRM) is the combination of practices, strategies and technologies that companies use to manage and analyze customer interactions and data throughout the customer lifecycle, with the goal of improving customer ...
-
Get Started
6 tips for driving self-service adoption
Self-service platforms should be visible to customers, emphasized across all channels of communication and well-promoted. These and more tips are discussed here.
-
Get Started
5 CRM platforms that work for small businesses
Choosing a CRM for small businesses can be difficult, as the most well-known CRM vendors cater to large enterprises. Others, however, create products with SMBs in mind.
Multimedia
Vendor Resources
- The Ultimate Guide to Intelligent Self-Service –eGuide
- The Next Evolution of Chatbots –White Paper
- The Future of Customer Engagement –White Paper
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News
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Customer loyalty and retention
Verint buys ForeSee for $65 million
By combining Verint and ForeSee, users can capture customer interactions through SMS and customer surveys, as well as through online traffic and digital channels.
-
Commerce technology and strategy
Progressive web apps make e-commerce mobile-friendly
Adobe is upgrading its e-commerce product by adding AI-fueled image-search capabilities and progressive web application building tools to Magento Commerce Cloud.
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Customer experience management strategy
Verizon's CX play could boost telecom's software future
Telecom giant Verizon is boosting its software business with an AI-based CX system for contact centers, with tools for virtual and live agents, authoring and social engagement.