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Shuttle lead tracking lets reps focus on closing deals
Using Shuttle to track sales leads, sales reps at CBC Settlement Funding can focus less on coordinating follow-up emails and nurturing campaigns and more on closing deals.
News
Your CX refresh will start with CRM or CMS -- pick one
Today, ERP-based and stand-alone e-commerce systems dominate the market. As more and more companies go to the cloud, CRM and CMS vie to be the next foundation of e-commerce.
Manage
Guide to customer experience management best practices, technologies
Customer experience management is growing. Learn about technologies, strategies and best practices that businesses are applying to their CEM.
Evaluate
Contact center AI expert reveals tech's promises -- and limits
We sit down with IBM's contact center AI lead to talk about chatbots and their evolving role as human customers and support agents learn to coexist with them.
For Pros Like You: Using 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 Get Started
Customers buy more and more into voice shopping
It's still early days for voice commerce and voice customer service channels. But companies are testing and investing in this new way to engage customers.
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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
SAP acquires Qualtrics for $8 billion
By acquiring Qualtrics, SAP is expanding beyond ERP and entering the CX space, challenging market leaders Salesforce, Oracle and Adobe. It also is expanding its HR tech suite.
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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
Have a question for an expert?
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Get answers from your peers on your most technical CRM / Call Center challenges.
Meet all of our CRM / Call Center experts
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Jesse Scardina asks:
How does SAP's acquisition of Qualtrics change your view of its CX capabilities?
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Lisa Kosan asks:
What sales lead tracking software do you use? Have you used Shuttle or a similar program?
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Don Fluckinger asks:
Should e-commerce be built on ERP, CRM, CMS or none of these technologies? Why?
Find Solutions For Your Project
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Evaluate
Shuttle lead tracking lets reps focus on closing deals
Using Shuttle to track sales leads, sales reps at CBC Settlement Funding can focus less on coordinating follow-up emails and nurturing campaigns and more on closing deals.
-
Contact center AI expert reveals tech's promises -- and limits
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Where AI and dynamic pricing meet
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To improve martech strategy and stack, hire CX staff
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Problem Solve
5 steps to improve contact center agent performance
Side-by-side evaluations, reinforcement, training resources and coaching can help wayward contact center agents improve performance and catch up to the pack.
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Role of a CRM manager vs. customer relationship manager
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Chatbots that strike the proper business tone
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Out-of-this-world AI applications for the enterprise
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Manage
Guide to customer experience management best practices, technologies
Customer experience management is growing. Learn about technologies, strategies and best practices that businesses are applying to their CEM.
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Mainstream shopping by voice isn't too far away
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How U.S. companies can become compliant with GDPR
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Sporting goods giant revamps approach to sales planning
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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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E-Handbook | January 2018
CRM chatbots of tomorrow approach and engage customers
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CRM / Call Center Basics
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Get Started
conversational commerce (voice commerce)
Conversational commerce is the process of interacting with a brand or buying a product or service through non-traditional channels, such as voice assistants, SMS text and online and social media chat.
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Get Started
Customers buy more and more into voice shopping
It's still early days for voice commerce and voice customer service channels. But companies are testing and investing in this new way to engage customers.
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Get Started
Convenience store boosts CX with new loyalty program
Since launching a loyalty rewards program last year, convenience store and gas station Yesway has driven 45.2% of loyalty members from the pump to the store.
Multimedia
Vendor Resources
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News
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Customer experience management strategy
SAP acquires Qualtrics for $8 billion
By acquiring Qualtrics, SAP is expanding beyond ERP and entering the CX space, challenging market leaders Salesforce, Oracle and Adobe. It also is expanding its HR tech suite.
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Customer experience management strategy
Your CX refresh will start with CRM or CMS -- pick one
Today, ERP-based and stand-alone e-commerce systems dominate the market. As more and more companies go to the cloud, CRM and CMS vie to be the next foundation of e-commerce.
-
CRM industry news
Adobe bought Magento to target e-commerce
After acquiring Magento for $1.7 billion earlier this year, Adobe has integrated its commerce product into Adobe Experience Cloud for both enterprises and SMBs.
SearchCRM Definitions
- revenue operations (RevOps)
- emotions analytics (EA)
- Interactive Voice Response (IVR)
- customer experience management (CEM or CXM)