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Marketing, analytics together improve customer experience
If you want better, more timely access to customers, consider customer behavior analytics, which is driven by the combination of marketing and data analytics.
Manage
Final check on GDPR requirements for the call center
With GDPR about to go into full force, there are last-minute details and loose ends to tie up to ensure that your call center complies with the necessary regulations.
News
Service Hub aimed at helping SMBs with customer interaction
HubSpot's Service Hub, the new customer service product, aims at helping small and medium businesses complete the view of the customer, combined with the company's sales and marketing products.
Manage
What to include in GDPR training for call center agents
The General Data Protection Regulation will affect call center agents. A GDPR plan for call center agent training should cover the expanded definition of PII and more.
5 New Skills for Contact Center Pros
What are the best new skills you should have in your contact center management toolkit? Scott Sachs, call center technology guru and president of SJS Solutions, explains 5 critical ones.
Trending Topics
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CEM across channels
When CRM systems fail, humans left with the mess
CRM sales and service automation can drive down costs when they drive customer self-service. But if they frustrate customers, what's the actual implementation cost?
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Management strategies Manage
InsightSquared CMO predicts 4th generation of marketing
InsightSquared CMO discusses the importance of vendor-agnostic reporting and why marketing-only reporting software is dying.
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CEM strategy News
Adobe's conference focused on experience, not products
The Pipeline podcast looks back at the Adobe Summit and the conference's main themes. Listen in as our team discusses how the NFL uses Adobe to better personalize customer campaigns.
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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 Evaluate
Is AI losing steam for marketing automation?
Between new GDPR email marketing regulations and questions about AI, the marketing automation trends to watch might include an AI slowdown. Experts give mixed opinions.
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Strategy and effectiveness News
Hiring millennial employees: No pain, no gain
Millennials bring more than just their iPhones to the conference table. Here's why you need to stop dumping on your millennial sales force and embrace their tech-savvy ways.
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) +
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Evaluate
Plenty of options to boost AI apps in marketing
Implementing and upgrading AI CRM marketing and sales capabilities requires a holistic, multipronged strategy that encompasses all departments and customer engagement channels.
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Swarovski's crystal-clear need for new CRM
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How marketing automation fits into the martech stack
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Author: CRM strategy should be IoT or bust
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Problem Solve
Mt. Olympus-sized results for data-driven sales initiative
After decades of catering to the needs of known customers, outdoor retailers now see the light and are targeting old and new customers with data-driven marketing and sales initiatives.
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Vivino's chatbot sommeliers driving AI in wine shops
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What's important in a marketing automation platform?
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Nine must-have skills for call center agents
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Manage
Call centers must address GDPR compliance questions
GDPR compliance for call centers can be complex and require the collaboration of business execs, call center managers and outside lawyers to establish data protection policies.
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Final check on GDPR requirements for the call center
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What to include in GDPR training for call center agents
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Expert: Prioritize fixing bad customer service
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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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E-Handbook | October 2017
AI in CRM scores big with sales and marketing leads
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E-Handbook | September 2017
Cloud CRM wars feature Microsoft Dynamics vs. Salesforce
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CRM / Call Center Basics
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Get Started
Marketing automation platforms merge CRM and content
Building a martech stack includes a main automation hub such as Marketo, Eloqua, HubSpot or Pardot. Then comes the hard part: picking complementary applications.
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Get Started
emotions analytics (EA)
Emotions analytics (EA) software collects data on how a person communicates verbally and nonverbally to understand the person's mood or attitude.
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Get Started
Interactive Voice Response (IVR)
Interactive Voice Response (IVR) is an automated telephony system that interacts with callers, gathers information and routes calls to the appropriate recipients.
Multimedia
Vendor Resources
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News
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Customer loyalty and retention
Marketing, analytics together improve customer experience
If you want better, more timely access to customers, consider customer behavior analytics, which is driven by the combination of marketing and data analytics.
-
CRM strategy
Service Hub aimed at helping SMBs with customer interaction
HubSpot's Service Hub, the new customer service product, aims at helping small and medium businesses complete the view of the customer, combined with the company's sales and marketing products.
-
Customer loyalty and retention
This is the year marketers held accountable for spend
Oracle customers weigh in on executive's hypothesis that analytics can now prove ROI of the martech stack -- or soon will -- and make marketing a revenue center just like sales.
SearchCRM Definitions
- emotions analytics (EA)
- Interactive Voice Response (IVR)
- customer experience management (CEM or CXM)
- speech analytics