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...
0 comment

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...
0 comment

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,...
0 comment

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...
0 comment

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...
0 comment

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...
0 comment

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...
0 comment

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...
0 comment

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...
0 comment

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...
0 comment