Rather than just respond to irate tweets, corporations use social media interactions to drive change in business processes.
When Customer Experience Is the Ticket
What can companies learn from organizations that sell experiences rather than services or products?
Integrate CRM and ERP for Better Intelligence
Businesses benefit when information flows freely between systems.
Four ways to maximize CRM data.
Sales reps won’t adopt your CRM software if they don’t trust its data.
Customer Experience
To deliver a better experience, you have to understand what “quality” means for your customers.
For peak efficiency, your enterprise solution needs to wear many hats.
The workforce optimization market stays strong, and better analytics and back-office features could make it stronger.
Integrating marketing tools with CRM keeps everyone in the loop.
Can we saw off the third leg of the CRM tripod?Insight
Business Schools Suggest New Loyalty Metrics
Marketing experts create a fivepart model to measure customer commitment.
Brands Must Improve Customer Experience in E-Commerce
Customers expect excellent experiences, even during transactions.
Pinterest and Instagram Offer Buy Buttons
Contact Centers Continue Cloud Migration
ContactBabel sees huge growth in hosted customer support.
It Takes More than Coupons to Settle Complaints
Consumers want more than compensation when things go wrong.
Required Reading
Crafting a Customer Service Culture
Organizations should experiment, get creative, and above all know the customer.
Real ROI
EBay Finds a NICE Way to Save
NICE Systems’ Interaction Analytics helps eBay Enterprise dramatically cut average handling times.
Hybris Baits the E-Commerce Hook for Wholesale Sports Outdoor Outfitters
A camping goods retailer creates a more personalized Web site using hybris’s B2C Commerce.
Sneaker Shop Targets Trendsetters with Personalization
crm user companies
Wholesale Sports Outdoor Outfitters
advertisers
CRM Save the Date
www.custservexperience.com
ITI Practical Books
www.infotoday.com
Gilbane
www.gilbane.com
Smart Customer Service
www.smartcustomerservice.com
VoxPeritus
www.sjssolutions.com
best practices sponsorS
eGain
www.egain.com
RightAnswers
www.rightanswers.com
SAP America
www.sap.com
3CLogic
www.3clogic.com
Transversal
www.transversal.com
Verint
www.verint.com
web events
CRM Roundtable (8/12)
http://webinars.destinationcrm.com/roundtable/773
CRM Roundtable (8/26)
http://webinars.destinationcrm.com/roundtable/795
Informatica (8/5)
http://webinars.destinationcrm.com/informatica/794