New & Notable
CRM and marketing News
February 11, 2019
By combining Verint and ForeSee, users can capture customer interactions through SMS and customer surveys, as well as through online traffic and digital channels.
January 28, 2019
Adobe is upgrading its e-commerce product by adding AI-fueled image-search capabilities and progressive web application building tools to Magento Commerce Cloud.
September 26, 2018
Physical stores and banks are closing, losing ground to more agile online competitors. Technology and data can help them fight back.
September 14, 2018
Adobe looking to acquire Marketo could also be a ploy to incite a bidding war for Marketo from its holding company, Vista Equity, according to an analyst.
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Customer relationship management (CRM) is the combination of practices, strategies and technologies that companies use to manage and analyze customer interactions and data throughout the customer lifecycle, with the goal of improving customer ... Continue Reading
Self-service platforms should be visible to customers, emphasized across all channels of communication and well-promoted. These and more tips are discussed here. Continue Reading
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 ... Continue Reading
Evaluate CRM and marketing Vendors & Products
Weigh the pros and cons of technologies, products and projects you are considering.
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 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
The promise of marketing automation is exciting, but the proliferation of tools can be intimidating. Learn how to dispel the confusion when buying a marketing automation product. Continue Reading
Manage CRM and marketing
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Sandy Rogers of FranklinCovey offers tips for customer service managers on how to encourage positive traits in agents, such as empathy, responsibility and generosity. Continue Reading
Once hiring managers find the right people for the job, contact center agents need both proper training and office tools to be successful in their roles. Continue Reading
Marketing automation with CRM frees up resources and improves the efficiency and accuracy of campaigns and lead development, but it still requires a degree of oversight. Continue Reading
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Learn about the key metrics marketing teams can use to analyze customer intent, detect leads in danger of dropping out and focus energy on nurturing those leads. Continue Reading
Comments made on social media can sometimes give businesses a skewed perception of consumer sentiment. Learn how to correct the data to inform business decisions. Continue Reading
Businesses use mystery shopping platforms, comment cards, brand reputation management and more to identify customer pain points and improve customer experience. Continue Reading