A Salesforce exec points out how the Demandware acquisition and all those clouds can fit together. Barry Levine on August 19, 2016 When it was founded in 1999, Salesforce was known largely as the company for customer relationship management. CRM has remained its center of gravity as it has added tools for marketing, sales … Continue reading Next stop in Salesforce’s evolution: Becoming the platform for customer experience
by Martha Spelman Follow @marthaspelmanAugust 13, 2016 You only need one customer. At a time, that is. You only need the one customer that buys. Customer profiling is imperative: the better you know your ideal customer and target them with valuable, relevant information, the better the odds that they will pay attention and buy. Figuring … Continue reading How to Get and Keep Your Ideal Customer
by Andrew Dalglish Follow @circle_researchAugust 18, 2016 Most companies have a customer satisfaction research programme in place, but not all are made equal. Some are active agents of change – they spur the organisation to act, building stronger customer relationships, boosting customer loyalty and ultimately improving commercial performance. Others are passive observers – they simply … Continue reading Driving Action From a Customer Satisfaction Program
by David RichAugust 6, 2016 Trying to improve customer service without collecting data on the success of your tactics is a wasted effort. Many ideas for customer service improvements sound great on paper, but turn out to be meaningless to your customers. It’s even more problematic to stick blindly to with same old strategies when … Continue reading Measurable Ways to Improve Your Customer Service
By Nancy Grace August 5th, 2016 Companies invest thousands of dollars to convince new customers to check out their services and products. But it’s not about getting one-time customers. The real goal is to give people such a great experience they become life-time repeat customers. One part of the customer experience is through social networks, … Continue reading Social Media For Better Customer Service
August 2, 2016 Millions of us visit the doctor’s office every year for a checkup. The doctor asks us a series of questions, he or she takes our temperature, checks our heart rate and other vital signs, and performs a series of tests to ensure that we are healthy and active. The Benefits of a … Continue reading A Mid Year Check Up List for Customer Success Executives
August 2, 2016 With the advent of digital in every business field, and as technology keeps increasing customers’ expectations, how can companies respond? Google just might have the answer with the rollout of its new service, Google Customer Match, an identity-based targeting method that allows businesses to reach their audiences using the largest network there … Continue reading Everything You Need To Know About Google Customer Match
by Kevin Garcia August 2, 2016August 2, 2016 Few things are more troubling for a business than losing a new customer because of a bad onboarding experience. If you identify that a customer is unhappy with their onboarding process, it is important to move quickly to turn the experience around and prevent early churn. Before … Continue reading 3 Ways to Correct a Bad Customer Onboarding Experience
by Brett Bair August 1, 2016August 1, 2016 Any brand still thinking they’re in the driver’s seat when it comes to controlling customer behavior is completely delusional. Unfortunately, advancements in technology and your competition mean the customer now has the upper hand. For those of us that have been living and breathing in the world … Continue reading Using Behavioral Customer Data to Optimize the Real Ecommerce Customer Journey
by Chris Layne August 1, 2016August 1, 2016 eCommerce wholesale websites, both mobile and desktop, are changing the wholesale landscape. B2B sales have already outpaced B2C sales by almost double, and wholesalers are quickly implementing eCommerce platforms to suit their clients’ needs. As B2B eCommerce continues to grow, the presence of uniquely B2B-focused features will … Continue reading How eCommerce Wholesale Platforms are Improving Customer Experiences
