Retail Software – Achieving Effective Integration

New technology available today allows Enterprise Resource Management (ERP) solution providers to more economically provide integrated solutions that actually drive efficiency.  There is only so much...
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Surviving 4 Inescapably Unfair Aspects of CX Delivery

Ever built a house of cards? It's critical to start with a sound foundation to support your later efforts. No matter how sturdy your start is, however, a wrong move anywhere along the way can bring...
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Surviving 4 Inescapably Unfair Aspects of CX Delivery

Ever built a house of cards? It's critical to start with a sound foundation to support your later efforts. No matter how sturdy your start is, however, a wrong move anywhere along the way can bring...
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The Holistic View of the Customer Experience

There’s a consensus that if you want to be successful on line, you’re going to have to deliver an exceptional customer experience, something that leaves others trailing. Of course, there...
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Retargeting May Work, but Pretargeting May Work Better

The practice of repeatedly serving up ads for products consumers previously viewed or asked about -- called "retargeting" -- not only works, but works so well that its use is spreading beyond simple...
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Sales Kaizen

CRM makes several promises to its users, including selling more or selling faster, resolving service issues faster or at least quickly, and generating more leads. If you do root cause analysis,...
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Zendesk Crystallizes Mobile Customer Service

Zendesk has launched a new platform, Zendesk Embeddables, that allows companies to incorporate certain elements of the Zendesk product suite in mobile and Web apps, as well as games and other online...
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Year-End Thoughts

We are now through almost 15 years of the century, and for all of that time I have been analyzing the CRM industry as it has evolved. This year, rather than simply reviewing some of the progress...
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Online Reviews: Separating the Wheat From the Chaff

The majority of Americans rely on online reviews, with some 78 percent checking them out before making a purchase, according to a recent YouGov survey. Forty-four percent of those polled said they...
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Sales and Marketing Aren’t Aligned – but Their Problems Are

The numbers prove it: Sales and marketing just aren't playing well together in most organizations. A not-so-small industry has sprung up to attack the issue of sales/marketing alignment, but the...
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