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  • How are hackers using Twitter as C&C servers for malware?

    C&C servers have been replaced with Twitter accounts, which spread the Android Trojan Twitoor to user devices. Expert Michael Cobb explains how to stop this attack. Continue Reading

  • Going multichannel will improve customer experience -- but not without a plan

    Companies today know they can't get by with just a call center. And they know adding a website alone won't help much. They know where it's at: to improve customer experience, they'll also need a social media presence, a mobile app -- and they'll need to be reachable by text. A tall order, but nothing technology won't fix, right?

    Wrong. Technology won't do a thing for them without a solid business strategy, writes Banafsheh Ghassemi in this chapter of The Multichannel Mandate e-book. That includes identifying the right mobile strategy, breaking down customer data siloes and exploring new technology such as mobile wallets and geolocation tools. Only then will companies be able to provide seamless customer service across communication channels -- serving customers on the phone, on social media and on the website -- without a rep asking them to repeat information they've already given. That, Ghassemi says, is the secret to beautiful customer relationships. Continue Reading

  • CRM platforms alone won't give total customer picture

    Some CRM vendors have started to demonstrate the power of unified CRM platforms, enabling companies to manage customer data, analytics, financials and more from a single application and get a unified view. But many companies still struggle with siloed customer information that's outdated, poorly managed or poorly integrated with other systems. Customers expect better service from businesses they patronize, and that service should take into account their complete experience with the company.

    To get there, businesses need to look at their CRM platforms and address the roadblocks to a unified view. Ashley Smith kicks off this guide with a look at why customer information is often siloed and why fancy technology isn't the only thing needed to solve the problem. Next, Danny Estrada discusses the role proper data integration plays in reaching a 360-degree view of customers. To conclude, Banafsheh Ghassemi provides tangible steps companies can take to understand the complete customer experience. Continue Reading

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