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CRM and CX management at crossroads in the customer journey

CRM will live on in enterprise IT -- in some form -- for some time to come. But many brands are pivoting to the customer experience management models of doing business.

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Companies shift in philosophies from CRM to CX

It might be time to retire the decades-old concept of CRM now that CX is appearing everywhere. Learn how embracing CX alters the thinking of enterprise leadership.

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Better online CX can bring customers into stores

Consumers are providing retailers with more data than ever before, with expectations that they will receive a personalized experience. But that can be challenging for retailers.

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HubSpot creates venture fund for startups

HubSpot remembers the financial backing it received as a new company and creates its own $30 million venture fund to invest in startups that align with the HubSpot mission.

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CRM / Call Center Basics

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    chatbot

    A chatbot (sometimes referred to as a chatterbot) is a computer program that attempts to simulate the conversation or "chatter" of a human being via text or voice interactions.

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    customer service and support

    Customer service and support (CSS) is the part of a company's customer relationship management (CRM) department that interacts with a customer for their immediate benefit, including components such as the contact center, the help desk, and the call ...

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    brand ambassador

    A brand ambassador is an advocate of a particular company's products and services.

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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.

  • Commerce technology and strategy

    Better online CX can bring customers into stores

    Consumers are providing retailers with more data than ever before, with expectations that they will receive a personalized experience. But that can be challenging for retailers.

  • CRM industry news

    HubSpot creates venture fund for startups

    HubSpot remembers the financial backing it received as a new company and creates its own $30 million venture fund to invest in startups that align with the HubSpot mission.

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