Like it or loathe it, 'omnichannel' can't be ignored...
Top features
Marc Benioff promises a CRM revolution by the year's end
Salesforce.com has displaced SAP as the leading CRM provider - and now it is going to radically change the market, promises its CEO.61
Voice of the Customer: How to build a centralised VoC team
Karine Del Moro discusses having a centralised team to manage customer feedback, and what roles and duties such a team would require.280
Does Jerry Maguire hold the key to customer-centricity?
Jerry Maguire would have no idea how relevant one of his concepts would be to the future of recurring revenue.269
Editor's note
Editor's choice
- Using social media to map the consumer journey to the customer experience
- First Direct: Six experience lessons from the bank that bucks the trend
- Omnichannel: New service buzzword, same service problems
- How to kick-start conversations with your customers
- Primark: Can a High Street store survive without ecommerce?
