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Learn to apply best practices and optimize your operations.
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Learn to apply best practices and optimize your operations.
4 tips for creating a crisis marketing strategy
With a captive audience at home during the coronavirus crisis, many businesses are rethinking their marketing strategies. Influencer marketing is one route to go. Continue Reading
5 digital sales enablement tools to boost productivity
Sales enablement tools and processes can help sales agents be more productive. Some items in the toolbox include live chat, email automation and digital asset management. Continue Reading
9 steps for negotiating deals with Salesforce
Understanding the Salesforce fiscal calendar, motivations of sales agents and what your businesses needs from a deal are key steps in negotiating contracts with the CRM giant. Continue Reading
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Tips for creating remote call center programs amid COVID-19 pandemic
To create a sustainable work-from-home contact center program, businesses need to adjust a number of processes, including, hiring, training, supervision and technology. Continue Reading
Businesses move toward UC and contact center integration
Integrating unified communications and contact center software is trending and it can provide a number of benefits to both business employees and customers. Continue Reading
Personalized digital experiences for customers begin at home
Learn how implementing a rewarding digital experience for savvy customers starts with digitally transforming corporate culture and nurturing a customer-facing staff.Continue Reading
Collaboration tools in the workplace boost customer experiences
Collaboration tools improve personal digital experiences internally for contact center agents, marketers and sales pros and externally for customers in an e-commerce environment.Continue Reading
Contact center workforce management keeps pace with consumers
Workforce management software improves customer interactions with contact center agents and helps transform customer service from a cost center into a profit center.Continue Reading
4 ways to create an effective personalization strategy
Creating a personalization strategy can ensure that businesses offer the best possible experience to customers, with simple yet effective interactions.Continue Reading
Contact center AI opens new frontiers for customer engagements
Learn how AI and automation technologies like machine learning, chatbots and NLP are transforming one-dimensional call centers into multidimensional contact centers.Continue Reading
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AI in customer experience: Key benefits
Incorporating AI in customer interactions enriches the customer experience in multiple ways, builds brand loyalty and boosts efficiency. Learn about three ways AI improves CX.Continue Reading
Best practices for using AI-enabled self-service
AI in customer self-service is right behind robotic process automation in terms of growth. Here are some best practices to implement the technology in your organization.Continue Reading
CXO role requires tenacity, cross-departmental influence
The CXO role is fairly new to businesses, focusing on customer experience strategies across the entire enterprise. In this Q&A, an executive discusses what makes a CXO successful.Continue Reading
5 tips for an effective marketing automation implementation
Successful marketing automation implementations require steps beyond those that go into the usual technology rollouts. Here are some tips to help businesses along the way.Continue Reading
Sales enablement best practices to enhance customer interactions
Salespeople need the right tools to build strong relationships with customers to make a sale. Read about sales enablement best practices that may enhance customer interactions.Continue Reading
What are some benefits of SSO in contact centers?
Contact center agents often need to remember a number of passwords to log in to multiple applications. Single sign-on can alleviate that pain point and increase productivity.Continue Reading
4 contact center trends that drive customer experience
Modern contact centers are making a variety of improvements, such as incorporating AI and chatbots. Learn about four contact center trends that are poised to improve CX.Continue Reading
5 ways a chatbot for the contact center can help workflow
AI and chatbot technology are constantly changing and gaining capabilities. Companies need to determine how to best use chatbots for their contact centers.Continue Reading
Business text messaging examples that engage customers
Business text messaging is making its way into enterprise CRM. Texting is among the most personal contacts people receive, and with proper use, can enhance customer relationships.Continue Reading
Strategize a smooth contact center migration
Companies are migrating from on-premises contact center software to the cloud. But before making the move, organizations must approve it from a strategic and practical perspective.Continue Reading
How to get value from customer insights data
Gathering and acting on customer insights can make the difference between a successful and struggling business. Here's how businesses can use it to their advantage.Continue Reading
Big retailers share their CX strategies
Effective customer experience strategies have a big impact on business success. Hear what Carnival Corp., Ritual Cosmetics and Ashley Stewart have to say about CX.Continue Reading
4 voice of the customer methods to improve CX
To improve customer experience, organizations can use mystery shopping programs, social CRM and surveys to gather data from interactions with consumers.Continue Reading
4 steps to successful contact center technology implementation
Before starting implementation of any new technology in a contact center, it is important to have a strategy to ensure both employee and customer satisfaction.Continue Reading
5 marketing budget strategies to maximize your dollars
Experts suggest that businesses build well-constructed budgets and create talent roadmaps to determine whether they are hiring the best people to reach their goals.Continue Reading
How Netflix uses emotional analytics to improve CX
Emotional analytics enable businesses to obtain customer feedback without words. Netflix employs this tactic as a means to engage and retain customers.Continue Reading
How to use low-code software platforms for digital experiences
Low-code software platforms enable flexibility and faster development for digital experiences. Here's what content managers should consider before purchasing a low-code tool.Continue Reading
Contact center agent experience needs massive overhaul
Research shows several areas in which contact centers are failing their agents and what changes organizations are making to improve the experience and reduce turnover.Continue Reading
Salesforce customers supplement CRM with AppExchange tools
Salesforce customers are turning to the AppExchange to supplement their CRM function. Many find AppExchange tools to be more cost-effective and to integrate better with the CRM.Continue Reading
Influencer marketing best practices to reach millennials, Gen Z
To reach the millennial and Gen Z consumer, you need to build trust and create experiences. Follow these tips to spin up an influencer marketing campaign.Continue Reading
Benefits of migrating customer experience apps to the cloud
Nemertes research claims 75% of contact centers do some or all business in the cloud. As CX technology improves, businesses increasingly consider the benefits of cloud migration.Continue Reading
A strong CX technology spending plan can bring big returns
The telephone won't cut it anymore. Customers expect digital services, and businesses need to think about spending more to update CX technology. It pays off in the long run.Continue Reading
Upselling customers adds ROI gold to contact center channels
AI, analytics and customer service technologies can predict behavior and secure brand loyalty, but generating impulse buys adds a new ROI wrinkle to the evolving contact center.Continue Reading
Learn how to build a Salesforce app in 4 steps
Salesforce users can follow these steps to create sophisticated codeless apps that integrate the Next Best Action feature using the Lightning App Builder.Continue Reading
5 digital customer experience technologies for a winning strategy
A strong digital CX strategy can help improve customer experience, drive revenue and reduce costs. Evaluate these five pillars to help you along your journey.Continue Reading
The art and science of digital experience management strategies
Businesses need a well-rounded view of customers to provide innovative, personalized digital experiences. In this handbook, learn the techniques and tools of the trade.Continue Reading
To predict customer buying behavior, stop, look, listen, analyze
Determining customer wants and needs to devise personalization strategies based on that data takes advanced technologies and the old-fashioned direct approach.Continue Reading
Customer personalization relies on tools, tactics, metrics
Measuring the success of personalized engagements across multiple channels and making adjustments can help improve CX, differentiate offerings and increase sales.Continue Reading
7 ways to improve your retail sales
Retailers, especially traditional brick-and-mortar retailers, need to throw caution to the wind and follow these seven tips to spur sales and provide remarkable retail.Continue Reading
How a punk rocker would go about simplifying CX
When the tech stack and measurement metrics overcomplicate CX, destroy it like a punk rocker, U.K. author Adrian Swinscoe suggests in this 'Pipeline' podcast interview.Continue Reading
Consumer behavior analytics makes the unpredictable predictable
With AI's arsenal of machine learning, deep learning and NLP, consumer analytics can take some of the unpredictability out of predicting buying patterns and up conversion rates.Continue Reading
The right leader, team crucial for digital CX strategy success
Having the right team in place can ensure digital CX success. Here are some leadership and team roles that organizations should consider when creating a plan.Continue Reading
Multipronged digital customer experience strategy enriches CX
The digital experience is an everyday facet of life. Learn how businesses are using tools and technologies to engage consumers and devise and manage effective CX strategies.Continue Reading
5 tips for creating customer journey maps from buyer personas
Comprehensive customer personas are important tools in coping with the increasing complexity of customer journey mapping. Here are some tips on how to do it best.Continue Reading
Benefits and best approaches to B2B customer segmentation
With the increasing focus on personalization in B2B marketing, customer segmentation is a more important strategy than ever for organizations that want to know customers better.Continue Reading
Prepare for California Consumer Privacy Act with these 5 questions
At Oracle's Modern Customer Experience conference, a privacy professional shared tips on incorporating privacy into CX systems so businesses are ready for the CCPA.Continue Reading
4 customer insights research techniques for your organization
Organizations conduct customer research in order to understand customers, create new products and increase revenue, all of which can be overwhelming without a strategy in place.Continue Reading
Add real-time customer experience to your CX strategy
At its recent CX conference, Oracle emphasized how important it will be to provide real-time CX. Users and analysts weigh in on how plausible that actually is.Continue Reading
How do you turn customer feedback into actionable insights?
Actionable insights can be gleaned from brand surveys and reviews, competitor reviews and social media. However, not all insights are insightful or actionable.Continue Reading
5 must-read CX trends uncovered at Adobe Summit
As CRM, customer service, marketing and e-commerce morph into customer experience, Adobe speakers, partners and users pinpoint five trends in CX to watch develop in the next two years.Continue Reading
4 ways to use chatbots to improve Gen Z customer experience
More and more chatbots are entering the marketing, customer service and sales spaces. Here are four tips for brands looking to make their chatbots stand out from the others.Continue Reading
How Philanthropy Cloud streamlines workplace giving
Perpetual Energy used Salesforce.org's Philanthropy Cloud to create content, track charitable donations and better engage with employees during its annual United Way campaign.Continue Reading
What are 4 essential social CRM strategies?
Social CRM continues to evolve, using additional social media channels and techniques such as social media mining, advertising and listening.Continue Reading
6 must-have roles on your customer experience team
Customer experience is the most important differentiator between enterprise competitors today, and CX teams are essential to ensuring customer loyalty and retention.Continue Reading
Customer success tools pave the way for business advancement
Quick Base launched an online university with the help of Skilljar to offer ongoing training, improving CX and increasing the likelihood of customer retention and loyalty.Continue Reading
CRM for nonprofits helps organization streamline work
Wolverine Human Services' adoption of the Salesforce.org Nonprofit Cloud halved foster care licensing time and improved productivity within the agency.Continue Reading
6 ways high-performing agents improve customer loyalty
Sandy Rogers of FranklinCovey offers tips for customer service managers on how to encourage positive traits in agents, such as empathy, responsibility and generosity.Continue Reading
Call center tips to ensure successful agents
Once hiring managers find the right people for the job, contact center agents need both proper training and office tools to be successful in their roles.Continue Reading
Trusting marketing automation with CRM functions
Marketing automation with CRM frees up resources and improves the efficiency and accuracy of campaigns and lead development, but it still requires a degree of oversight.Continue Reading
GDPR compliance requirements for CRM managers
Learn how the General Data Protection Regulation applies specifically to the CRM space and how managers can best ensure compliance within their organizations.Continue Reading
Is CRM with social media growing less trustworthy?
Comments made on social media can sometimes give businesses a skewed perception of consumer sentiment. Learn how to correct the data to inform business decisions.Continue Reading
Use smart workflows to personalize customer experience
Smart workflows that automate certain decisions must become part of personalization strategies in order for CX teams to better guide customer journeys.Continue Reading
8 tips for getting rich mystery shopping survey data
Mystery shopping data is only as good as the overall strategy for collecting it and setting up realistic customer experiences. Here are eight tips for investing your resources wisely.Continue Reading
7 tips for improving marketing technology stacks
Being deliberate about integrating a new tool into marketing technology stacks will help ensure they produce ROI and makes processes more efficient.Continue Reading
How can I maximize the Salesforce-Google Cloud integration?
Find out four new ways to make the most of the Google and Salesforce integration, including updates to the Salesforce data connector for Google Sheets.Continue Reading
Salesforce salary survey details pay among professionals
A new survey of Salesforce professionals, published by Mason Frank International, analyzes Salesforce salary data, employment trends and diversity.Continue Reading
Guide to customer experience management best practices, technologies
Customer experience management is growing. Learn about technologies, strategies and best practices that businesses are applying to their CEM.Continue Reading
Voice commerce rides on the backs of little smart speakers
The use of voice assistants and smart speakers continues to rise, but now companies are looking for ways to apply voice commercially in B2B and B2C sales.Continue Reading
4 tips on getting up to speed with GDPR for U.S. companies
When GDPR went into effect four months ago, some U.S. companies just shut down communications with EU customers, but compliance can benefit organizations and marketers.Continue Reading
New rules for WCM tools enhance the search experience
WCM used to mean platforms for webpages viewed on desktops. Today, it's morphing into digital experiences, and it taps AI as well as other assistive technologies.Continue Reading
Sales planning tools sport a B2B customer experience focus
Sporting goods giant uses sales performance and planning tools to upend traditional product-centric approach, tackle engagement issues and pitch a better story to customers.Continue Reading
Assessing GDPR's data protection officer requirements
The GDPR's data protection officer mandate gives the EU a point person for compliance complaints, but not all companies need one. See when DPOs are required and what they do.Continue Reading
AppExchange in Salesforce a slam-dunk for Detroit Pistons' workflow
The Detroit Pistons needed help getting the most out of Salesforce, so they turned to AppExchange -- although the abundance of choices is sometimes a challenge.Continue Reading
Let customer acquisition costs steer marketing, service plans
Customer acquisition and customer retention strategies start with people and marketing automation tools. How much you should invest in either area depends on a number of factors.Continue Reading
AI strategy comes first, then AI tools second
If your organization plans to implement AI into its workflow, be sure to develop a sound strategy and provide the necessary training to get the most out of the software.Continue Reading
Ten tips for honing social media customer service skills
Navy Federal Credit Union ingrains customer service in social engagement, sometimes the only channel where sailors at sea can get critical questions answered. Here's how they do it.Continue Reading
Salesforce's GDPR DPO preps partners, customers for compliance
Salesforce's data protection officer discusses GDPR compliance challenges and strategies for customers and partners, along with the company's own GDPR readiness.Continue Reading
GDPR call center compliance can be a sticky wicket
GDPR compliance for call centers can be complex and require the collaboration of business execs, call center managers and outside lawyers to establish data protection policies.Continue Reading
Check off those GDPR call center requirements
With GDPR about to go into full force, there are last-minute details and loose ends to tie up to ensure that your call center complies with the necessary regulations.Continue Reading
Don't forget agent training in your GDPR call center plan
The General Data Protection Regulation will affect call center agents. A GDPR plan for call center agent training should cover the expanded definition of PII and more.Continue Reading
Don't let customer service automation override customer experience
CRM expert Jay Baer, author of NYT bestseller 'Hug Your Haters,' joins the Pipeline podcast and answers host Don Fluckinger's litany of personal experience CRM complaints.Continue Reading
GDPR customer data compliance for service and support teams
Getting your Salesforce-powered customer service and support staff ready for GDPR involves more than just the free Trailhead training module. But it's a start.Continue Reading
Ten tips to help Salesforce teams prepare for GDPR
The General Data Protection Regulation implementation date is closing in. Salesforce experts have some advice for companies tasked with complying with the EU guideline.Continue Reading
CRM case studies: Customer relationship management in action
CRM for today's businesses means AI chatbots, data mining, marketing personalization and equipping call centers to handle the many channels available to customers.Continue Reading
Social media customer care important to brands, experts say
In this Pipeline podcast, we discuss what was a primary topic at Social Media Marketing World: how companies should interact with customers through social media.Continue Reading
Inside sales strategy, millennials highlight Accelerate 2018
Learn what happens when a SearchCRM editor joins a panel as the paid skeptic to discuss whether AI technologies provide real value for helping businesses increase revenue.Continue Reading
Digital sales transformation may require shadow IT dark ops
Sales tech initiatives culminating with flipping the AI switch require operational and IT prep involving data aggregation, training salespeople and, possibly, shadow IT experiments.Continue Reading
Salesforce GDPR marketing compliance involves rethinking lead gen
The bigger -- and more complicated -- your marketing tech stack, the more complex your Salesforce GDPR compliance will be, vendors and experts say.Continue Reading
E-commerce GDPR for Salesforce: Watch what data you capture
Making your Salesforce GDPR compliance strategy for e-commerce starts with monitoring the customer data you collect, starting with cookies -- and we don't mean the Keebler kind.Continue Reading
Expert: Boring retail is dying as tech gains importance
Technologies such as augmented reality and AI in retail are becoming more important for brands looking to gain a selling edge. Tune in to the latest Pipeline podcast to learn more.Continue Reading
Customer service chatbots help reduce product returns
In previous years, Azumi Mobile was overwhelmed with customer calls after the holiday season as users attempted to return smartphones. This year, chatbots helped address that issue.Continue Reading
Helpshift offers five Salesforce GDPR tips for customer support
How much does the service and support team affect GDPR privacy mandates? Turns out, more than a little. A chat app developer's compliance journey uncovers some compliance tips.Continue Reading
Colorado modernizes with Salesforce for government projects
Colorado licenses Service Cloud and other Salesforce technologies to improve its citizens benefit program.Continue Reading
Meet your friendly service agent -- The sales chatbot
AI chatbots enable companies to automate some sales and service tasks, but the combination of people and smart machines creates better outcomes than either one alone.Continue Reading
Salesforce Pardot certification opens doors, boosts salaries
Pardot consultant Stacey Cogswell talks about the opportunities and challenges when obtaining Salesforce certifications.Continue Reading
Marketing reporting software is dying, says InsightSquared CMO
InsightSquared CMO discusses the importance of vendor-agnostic reporting and why marketing-only reporting software is dying.Continue Reading
Ten tips for implementing virtual agent chatbots
Think you're ready to turn over some of your customer service responsibilities to virtual agents? An expert offers 10 tips for implementing chatbots.Continue Reading
Salesforce Marketing Cloud certification helps Aussie make bank
When considering which credentials in the Salesforce universe are the best investments, one marketing consultant makes the case for Salesforce Marketing Cloud certification.Continue Reading
Future of artificial intelligence in CRM rests with the bots
Chatbots may seem basic or rudimentary now, but just wait: AI advancements will take virtual agents to new levels of competency to engage customers.Continue Reading
Looking ahead at trends in CRM in 2018
More AI capabilities, intelligent security and augmented reality should gain prominence for CRM users in 2018.Continue Reading