Customer experience management
Customer experience management involves the processes an organization uses to properly manage and track customer interactions and puts customers at the forefront of business decisions and marketing and sales plans. Here, find tips and guides to improve CXM and relevant CX news.
Top Stories
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Tip
30 Jan 2025
CPaaS in CX: A look at top providers, trends and use cases
The CPaaS market, as it relates to customer engagement, is competitive and volatile. See how vendors cater to business customers and the trends driving innovation. Continue Reading
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Tip
29 Jan 2025
How to create a customer loyalty program in 9 steps
A customer loyalty program can help organizations better retain and understand their current customers and target audiences. These nine steps can lead to a successful program. Continue Reading
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News
28 Mar 2018
Adobe Experience Cloud to aid company digital transformation
Products are no longer the focus, according to Adobe. The customer experience is where it's at -- and Coca-Cola agrees, as the company executes its digital transformation process. Continue Reading
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News
15 Mar 2018
Salesforce e-commerce gets B2B boost with CloudCraze purchase
To improve its e-commerce offerings, the CRM company bought B2B commerce product CloudCraze for an undisclosed amount. The purchase will add B2B functionality. Continue Reading
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News
02 Mar 2018
When selling on social media, marketers weigh chatbots vs. humans
Marketers interested in social selling need to weigh whether to use chatbots or deploy actual customer service agents. The decision depends on a number of variables. Continue Reading
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News
13 Feb 2018
When customer service automation goes off the rails
CRM sales and service automation can drive down costs when they drive customer self-service. But if they frustrate customers, what's the actual implementation cost? Continue Reading
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News
05 Feb 2018
Salesforce buys Attic Labs, adding to Quip capabilities
Quip receives back-end capabilities with open source database after Salesforce purchase of Attic Labs. Continue Reading
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Feature
11 Jan 2018
What key features do today's leading social CRM tools offer?
Before purchasing social CRM software, learn the important tools and services you should be looking for and which of today's leading vendors offer them. Continue Reading
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News
19 Oct 2017
Experts: Website redesign must enhance digital customer experience
Gone are the days of a quick website launch. According to speakers at the Acquia Engage conference, redesigning a website is now a companywide digital customer experience project. Continue Reading
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Tip
09 Aug 2017
The importance of integrating social CRM tools into a CRM strategy
Customer engagement is no longer about simply handling a phone call or letter. Organizations must also be at the ready to address issues on social media. Continue Reading
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Feature
14 Feb 2017
How to get the most out of social CRM software
Social CRM software requires a commitment of time and money. Consider the pros and cons and ask these important questions before choosing a social CRM platform. Continue Reading
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Podcast
01 Nov 2016
Will Salesforce Einstein eat Microsoft AI for breakfast?
Though Microsoft has been at it for a while, Salesforce may win the artificial intelligence market war with Einstein, which is well integrated with its other products and easy to use. Continue Reading
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Answer
31 Oct 2016
How advantageous is Microsoft's ERP-CRM integration within the market?
With the ERP-CRM integration, Microsoft may have a leg up in the Salesforce arena, where Salesforce has dominated in CRM but hasn't grabbed a foothold in the ERP space. Continue Reading
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Answer
30 Sep 2016
How does data insight remove human bias from customer research?
Integrating IoT analytics with supply chain management helps create an efficient and successful customer experience by utilizing data insight not found anywhere else. Continue Reading
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Answer
30 Sep 2016
How do IoT analytics enhance customer experience with quality data?
IoT analytics helps companies create a better customer experience by providing quality data that allows for the reduction of costs and a more efficient work day. Continue Reading
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Tip
23 Aug 2016
Crafting your mobile app strategy is like online dating
Your mobile app strategy should accommodate both newer prospects who haven't developed loyalty and long-standing customers who are ready to download an app. Continue Reading
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Tip
12 May 2016
How Salesforce1 app promotes mobility in sales and service
The Salesforce1 app has brought new productivity and efficiency to mobile workers' tasks by allowing them to update and access customer account records and enabling on-site sales. Continue Reading
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Tip
12 Nov 2015
CRM marketplace could undergo new competition
While the CRM market has long been dominated by a small cohort of established providers, new niche players could shake up the landscape. Continue Reading
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Podcast
23 Jul 2015
Social customer service needs to be integrated with larger business
For social customer service to be effective, it needs to be integrated with other aspects of the business, including sales, marketing and product development. Continue Reading
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News
02 Mar 2015
Mobile customer service gives citizens a voice with government
Philly 311, a new mobile customer service app for the city of Philadelphia, helps citizens report neighborhood incidents and engage more deeply with city government. Continue Reading
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Podcast
02 Feb 2015
The double-edged sword of location-based technologies
Location-based technologies like personalization are yielding valuable consumer data, but companies need to be careful stewards of the information. Continue Reading
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Tutorial
09 May 2007
Customer Loyalty and Satisfaction Learning Guide
Find out about customer loyalty and satisfaction, marketing, metrics and advice on the best ways to retain customers. This SearchCRM.com guide will lead you through defining, measuring and maintaining customer satisfaction and loyalty. Also, learn about customer loyalty successes at other organizations in the collection of case studies. Continue Reading
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Feature
08 Mar 2007
The top five sources of increased customer power
Learn how to advocate for customers and earn their trust in this chapter download. MIT professor Glen Urban will show you why you should do this, how you can do this, and what other leading edge companies are doing in this arena. Continue Reading
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Answer
15 Jan 2007
Using subject matter experts (SME) to develop call center managers
Learn the benefits of promoting star agents to subject matter expert positions (SME) where they work under the call center supervisor. Continue Reading