Adding Channels Won’t Fix Broken Customer Service

Technology allows businesses to take care of customers in new and different ways. Think of the multiple options we have for customer service with many businesses today: phone, chat, text, email...
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Mobile Email Marketing Rule No. 1: Short Subject Lines

OK people, it is 2014. Email marketing has been an important marketing tactic for a good 15 to 20 years. Email marketing for mobile devices is a newer variation of this tried-and-true channel,...
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The Order to Cash Subscription Process

Subscription companies face many of the same challenges that more conventional companies face, but the nature of these businesses puts an entirely different spin on the challenges. All companies...
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Microsoft Beats the Customer-Centricity Drum at Convergence

Microsoft on Tuesday kicked off its Microsoft Dynamics Convergence 2014 conference with a keynote address by Executive Vice President Kirill Tatarinov, whose running theme was the need for the...
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Pega’s Next-Best-Action Marketing Learns on the Job

Pegasystems has rolled out Next-Best-Action Marketing 7.1. Built on Pega 7, it aims to provide marketing executives with the best customer service strategy -- the next best action -- for any given...
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4 Ways to Waste Great Marketing Opportunities

CRM has always purported to be about relationships, but it's often used primarily for sales. That's kind of a good news, bad news situation. The bad news first: CRM got a bad rap when it didn't...
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Marketers: Going Global Means Going Mobile

U.S. companies can be forgiven, perhaps, for their near-sighted view of global markets. North America and the more exotic European markets are enough for most companies, short of those with multinational...
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Big Data and the Process Revolution

A wave of change is now making its way through the front office with uneven results. CRM is moving from a data capture and retrieval solution to something that supports end-to-end processes --...
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The Travel Battle Rages On: May the Most Relevant Brand Win

The travel industry will increase 41 percent by 2016, making it worth $143 billion. With that much revenue on the line, booking sites are taking significant steps to ensure that they get their...
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Clarus Offers Etailers a Prime-ish Loyalty Platform

If you were to administer truth serum and ask a retailer how it really felt about Amazon Prime, chances are the response would be that it's pure genius -- or pure evil genius, perhaps. Why? Because...
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