Evaluate

Customer loyalty and retention

• 4 chatbot success metrics to bolster CX

  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. Continue Reading

• 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. Continue Reading

• Invest in people for better customer experience in marketing

  At the MarTech conference, analysts discussed the importance of customer experience in marketing, customer data protection and designated martech leadership. Continue Reading

• Tea Forte steeps value from new B2C CRM

  B2B CRM vendors like Marketo and Salesforce have tailored their wares for consumer-facing businesses, but B2C CRM vendor Zaius proved to be the right cup of tea for one company. Continue Reading

• Cannabis CRM replicates dealer-customer relationship

  When a big-city medical marijuana business wanted to better serve clients, it opted for cannabis CRM software that tries to replicate the traditional dealer-customer relationship. Continue Reading

• Keys to customer engagement on social media CRM

  Responding to positive and negative customer inquiries on social media is important, industry experts say, and that can go far in retaining customers and promoting your brand.Continue Reading

• Comparing the top marketing automation software vendors

  Don't be afraid of software migration if there's another technology that better fits your company's needs and if long-term benefits outweigh short-term costs, experts say.Continue Reading

• CRM chatbots of tomorrow approach and engage customers

  Chatbots find a beachhead on social sites as customers seek information and customer service there. But are these bots 'human' enough to get the job done?Continue Reading

• Call center automation advances, but only as far as NLP can take it

  Contact center voice technologies with natural language processing improve CRM and speech analytics for better customer service, but blind spots hold up progress.Continue Reading

• New e-commerce technologies set to change customer experience

  With the recent emergence of e-commerce technologies like Amazon Go and Commerce Cloud, customer experience has greater potential, but it also poses security issues.Continue Reading

• Why you need a marketing software tools strategy

  New software alone probably won't help your organization address its marketing woes. You're going to need to develop a marketing software strategy.Continue Reading

• Amazon Go strives to put a stake in the e-commerce market

  Amazon is carving out new capabilities in the e-commerce market with its Amazon Go service -- which may have a profound impact on CRM, according to expert Jeff Kaplan.Continue Reading

• Demandbase moves account-based marketing forward

  Demandbase integrates data from multiple sources and enlists artificial intelligence to help companies identify the highest-value sales opportunities.Continue Reading

• Develop a customer-centric culture with customer-centric policies

  Creating customer-centric culture has become an important focus in customer experience. The first step down this road begins with a close look at company policies.Continue Reading

• Multichannel customer experience turf on which companies now spar

  Companies have come to recognize that providing stellar customer service in just one channel will quickly fall apart if multichannel customer experience is poor.Continue Reading