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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.
Manage
Mainstream shopping by voice isn't too far away
The use of voice assistants and smart speakers continues to rise, but now companies are looking for ways to apply voice commercially in B2B and B2C sales.
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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.
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What are the benefits of AI in customer service?
AI in customer service enables products and services companies to respond to consumers before the customer experience breaks down and negatively affects retention.
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 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 Manage
Role of a CRM manager vs. customer relationship manager
The customer relationship manager has a challenging and ever-evolving role to play when it comes to optimizing the customer experience.
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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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Sales technology with AI offers decision certainty
AI automation tools for sales technology have the potential to lead sales teams toward certainty in their decision-making, grow pipelines and reduce risks.
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What are the benefits of AI in customer service?
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How AI is changing customer service
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Luxury tea seller steeps value from B2C CRM
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Problem Solve
Role of a CRM manager vs. customer relationship manager
The customer relationship manager has a challenging and ever-evolving role to play when it comes to optimizing the customer experience.
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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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Mt. Olympus-sized results for data-driven sales initiative
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Manage
Mainstream shopping by voice isn't too far away
The use of voice assistants and smart speakers continues to rise, but now companies are looking for ways to apply voice commercially in B2B and B2C sales.
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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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What to expect from a data protection officer
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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
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.
-
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.
-
Get Started
revenue operations (RevOps)
Revenue operations (RevOps) is the strategic integration of sales, marketing and service departments to provide a better end-to-end view to administration and management, while leaving day-to-day processes within the departments.
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Vendor Resources
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News
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Commerce technology and strategy
Bringing physical CX to digital retail and banking AI
Physical stores and banks are closing, losing ground to more agile online competitors. Technology and data can help them fight back.
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Customer data management
AI to rewire retail customer experiences
AI is infusing the customer experience not only online, but in stores. At Ignite, SAP, Adobe and Microsoft joined forces for the common goal of sharing data to push AI even further.
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CRM industry news
Microsoft Dynamics 365 adds out-of-box virtual agents
Microsoft hammers Salesforce by launching low-code, AI-based virtual agents for customer service. Also: New tools for sales and marketing add automated insights to Dynamics 365.
SearchCRM Definitions
- Interactive Voice Response (IVR)
- customer experience management (CEM or CXM)
- speech analytics
- call center agent (call center representative)