Dear Marketers, Thanks for Ruining My Holiday Shopping Experience

My earliest memories of my late father include heading out to scoop up bargains on the day after Christmas. What, I wondered at the age of four, could be better than buying plastic reindeer and strings...
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Things Not to Say to an Irate Customer, or Anthem’s Epic Fail

I have sympathy for customer service representatives -- really, I do. I know that customers can be ignorant, demanding and ill-mannered. On the other hand, CSRs should be trained to deal with bad-tempered...
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Customers Speak

Several news stories have provided interesting insights into the Black Friday phenomenon and into customer behavior. One indicates sales slipped by 0.5 percent from the same period last year, despite...
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What’s New in Microsoft Dynamics CRM 2015

Last month, Microsoft promised the quick release of Dynamics CRM 2015 for cloud and on-premises. Sure enough, it made good on its promise Dec. 1 with the release of both Dynamics GP 2015 and an update...
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AgilOne Bends Over Backwards to Understand Customers

AgilOne has rolled out an enhanced version of its predictive marketing platform with new tools, as well as improvements to fine-tune its forecasting capabilities, said CMO Dominique Levin. The...
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Mistake Mismanagement and 3 Model Lessons

I am a nerd with a goofy hobby -- I build plastic model airplanes. However, that hobby affords me a view of customer relationship issues in an interesting and intimate way. Most of the time, the...
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How to Fall on Your Social Media Sword

When DiGiorno tweeted, "You had pizza. #WhyIStayed," Twitter lit up with criticism of the brand. The hashtag "WhyIStayed" is associated with domestic violence. In response to the firestorm, DiGiorno...
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Salesforce Adds App Hub to Centralize Customer Service on Desk.com

Salesforce.com on Monday launched App Hub, an upgrade to its Desk.com customer service platform. App Hub features more than 50 apps for a wide range of functions including e-commerce, email marketing,...
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Hear, Hear: The Rise of Social Listening

Evian ran a promotion to give away bottled water during August in New York. People had only to tweet using the hashtag #evianBottleService to get free water delivered to them on the streets. To...
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Salesforce Social Studio Targets Organizational Silos

Salesforce unveiled its Social Studio marketing platform inside its ExactTarget Marketing Cloud in May, which brought together $3.4 billion worth of acquisitions in a platform for social content marketing,...
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