Evaluate

Customer loyalty and retention

• 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

• Examining the field of marketing automation 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

• Customer experience gathers steam with IoT analytics

  Companies are moving from gut feel to rely on scientific tools, such as IoT analytics data, to develop customer experience strategy.Continue Reading

• Lattice Engines enlists buying signals for strategic selling

  Gone are the days when reps wade through white noise to find prospective buyers. Lattice identifies buying signals and customers.Continue Reading

• Customer engagement strategy helps to usher in business change

  Starbucks succeeds with price changes thanks to a knowledgeable consumer engagement strategy, while Wal-Mart has struggled given a lack of customer understanding.Continue Reading

• Five must-have features in a marketing automation platform

  If you're buying an enterprise marketing automation platform, which features are must-haves? We look at five key areas, including multichannel marketing, lead management and more.Continue Reading

• LBS technology still in trial phase for most companies

  Companies are trying out location-based services as a way to enhance customer experience. But the technology has a long way to go to realize its full promise.Continue Reading