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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News
25 Apr 2024
Oracle expands generative AI across its CX applications
Oracle beefs up its Fusion Cloud Customer Experience applications with GenAI tools for users of its sales, field service, marketing and contact center. Continue Reading
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Tip
23 Apr 2024
5 benefits and examples of phygital customer experience
Modern customers expect brands to blend physical and digital channels for seamless CX -- often called phygital experiences. In turn, it helps businesses learn more about customers. Continue Reading
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Feature
17 Jan 2019
CRM vs. CX: How companies are pivoting in philosophies
It might be time to retire the decades-old concept of CRM now that CX is appearing everywhere. Learn how embracing CX alters the thinking of enterprise leadership. Continue Reading
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Infographic
03 Jan 2019
The differences between CRM vs. CX strategy
CRM and CX seem very similar, but examining the principles of each shows emerging CX approaches focus on customer retention. We compare and contrast the two. Continue Reading
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Feature
03 Jan 2019
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
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Guide
27 Dec 2018
Guide to AI in customer service using chatbots and NLP
Learn how AI and natural language processing technologies work together to create virtual agents. Examine the benefits of chatbots in contact centers and the skepticism surrounding their use. Continue Reading
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Guide
24 Dec 2018
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
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Feature
18 Dec 2018
Acquia transforms from WCM to digital experience platform
Acquia's product roadmap is a metaphor for many WCM vendors, which must focus on digital experience to remain competitive in a quickly evolving market. Continue Reading
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Tip
17 Dec 2018
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
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Feature
14 Dec 2018
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
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Feature
11 Dec 2018
Microsoft adds CRM for nonprofits to Dynamics 365 lineup
CRM for nonprofits, such as Microsoft Dynamics 365 Nonprofit Accelerator, helps nonprofit organizations take advantage of business tools and shared data. Continue Reading
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Tip
11 Dec 2018
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
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News
16 Nov 2018
Zoho CRM Plus gets AI boost, aims to connect departments
Zoho's new CRM release may help bring departments together, but it's unclear if the flood of AI tools and more data sharing will differentiate the vendor in the robust CRM market. Continue Reading
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News
13 Nov 2018
SAP CX move with Qualtrics challenges Salesforce, Oracle
By acquiring Qualtrics, SAP is expanding beyond ERP and entering the CX space, challenging market leaders Salesforce, Oracle and Adobe. It also is expanding its HR tech suite. Continue Reading
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Tip
22 Oct 2018
Tips to build a successful digital customer service strategy
CRM pros from Wendy's, Chamberlain Group and DoorDash offer tips for integrating Salesforce AI and social media channels to create a successful digital CX strategy. Continue Reading
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News
18 Sep 2018
Dreamforce brings Salesforce products upgrades
More than 150,000 attendees are expected at Dreamforce in San Francisco, where Salesforce will show how recent acquisitions fit into its product platform. Continue Reading
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Feature
22 Jun 2018
Activists get organized with new Salesforce CRM for nonprofits
Salesforce has adapted its CRM for nonprofits, giving activists a lower-cost way to track fundraising, organize activities and keep their communities engaged. Continue Reading
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News
06 Jun 2018
SAP C/4HANA hopes to tie together front and back office
At Sapphire Now in Orlando, SAP unveiled its customer experience suite with the aim to better compete in the CRM market and provide a modern, 360-degree view of the customer. Continue Reading
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Tip
05 Jun 2018
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
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Tip
24 May 2018
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
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News
18 May 2018
Customer behavior analytics brings marketing, analytics together
If you want better, more timely access to customers, consider customer behavior analytics, which is driven by the combination of marketing and data analytics. Continue Reading
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Guide
30 Apr 2018
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
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News
13 Apr 2018
Measure your digital marketing ROI, keep your job
Oracle customers weigh in on executive's hypothesis that analytics can now prove ROI of the martech stack -- or soon will -- and make marketing a revenue center just like sales. Continue Reading
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News
10 Apr 2018
Salesforce Boston World Tour show highlights customers, philanthropy
From the dais and halls at Salesforce World Tour's Boston stop, talk focused on automating employee volunteerism, marketing best practices and developer reaction to MuleSoft deal. Continue Reading
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News
06 Apr 2018
Using Salesforce Social Studio, Harvard saw power of social media
By looking at its social media data with Salesforce, Harvard Graduate School of Education saw more than 65% of article traffic generated through social media. 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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Definition
29 Feb 2016
Salesforce Journey Builder
Salesforce Journey Builder is a feature of the company's Marketing Cloud that manages the customer life cycle: the progression of steps a customer goes through when considering, purchasing, using, and maintaining loyalty to a product or service. 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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Definition
23 Apr 2009
loyalty card program
A loyalty card program is an incentive plan that allows a retail business to gather data about its customers. The goal of a loyalty card program is to build repeat business by offering participating customers something that isn't available to non-participing customers. 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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Quiz
21 Feb 2007
Customer loyalty quiz
Figuring out how to attract and retain happy customers is a struggle for every organization. Find out how much you know about customer loyalty with this quiz. You'll find the most common terms related to customer loyalty, as well as technology related to customer loyalty and best practices for retaining customers. 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