Determining an Online Customer’s Value

Chris remembered his mom fumbling for her keys as she stepped out of the house, quickly locking the door and dashing toward the car. They were off to shop. Chris felt this to be a very clichéd...
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Part 1 of 6: The Art of Easy: Make It Easy To Deliver Great Customer Service Experiences by JP Saunders

Modern Customer Service is helping businesses to differentiate and grow in today’s competitive market. Why? Because your success gets accelerated when you take care of the people that make you successful....
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Getting Mobile App Devs to Jump on Your Bandwagon

Earlier this year, during the Mobile World Congress, Jon Matonis, executive director of the Bitcoin Foundation, made a compelling argument for the use of bitcoin in mobile payment applications....
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Digging Deeper Into CRM Data

CRM is sometimes described as the place where all your customer data resides. That's a nice image -- all that helpful data, chilling in its own hangout. That data works for you, though -- if you're...
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New Avaya Platform Defrags Customer Experience

Avaya has rolled out an upgraded Customer Experience Management platform with two new major components: the proactive outreach manager and intelligent customer routing. The whole platform is being...
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Developing Customer IP

Sales people have been demanding better leads for a long time, and marketing today is in a position to provide them. At the same time, marketers have discovered that the kind of data they collect...
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4 Sharp Tools for Honing Reseller Loyalty

As tricky as CRM seems, it's nothing compared to managing relationships with indirect channel partners. I often joke that it's CRM to the second power: You must not only manage the CRM tasks you...
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With Colin Powell, Salesforce Board Goes to 11

Gen. Colin Powell on Thursday joined Salesforce.com's board of directors, bringing the number seated at the table to 11. The general, who has been friends with Salesforce CEO Marc Benioff for several...
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Marketers, Start Your Engines

The connected car may be zooming into the mainstream: Apple has officially entered the market. The debut of CarPlay comes nearly a year after Apple first previewed iOS in the car, tweaking the...
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The Fine Art of Belly Scratching

I was at a dinner at a working cattle ranch outside of Denver not long ago, but it was a ranch with a difference. Rather than raising cattle for the table, the business raised breeding stock and...
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