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Rebranding CRM as customer experience management: The road to ruin?
While some firms are rebranding CRM operations as customer experience, there is also misappropriation of CEM by CRM software vendors. It will only end in tears.
Sales 2.0: Has the internet killed the telesales star?
We are in the midst of a technological revolution. So has the internet and social media killed off the traditional ways of selling? Sean McPheat investigates.
Five steps to save your customers from self-service hell
 As customer interaction channels continue to multiply, multichannel customer service is no longer a 'nice to have'. Read this free whitepaper for five steps to achieving a cost-effective, unified and compelling multichannel approach and save your customers from self-service hell. Download now
How can the buyer's journey solve the demand generation riddle?
Solving the riddle of predictable demand generation requires a new mindset, says Christine Crandell, one that is rooted in aligning to the buyer's journey.
Engage customers in real-time and they buy 35% more
 Intelligently engaging website visitors before they abandon the conversation can increase conversion rates over equivalent self-servers by three to six fold, increase average order values by 35% and increase total overall online sales by 20%. It requires an intelligent real-time engagement strategy. Read more
Does your contact centre need a sat nav?
Imagine if an agent could be shown the ideal route a call could take to ensure the customer and firm end up at the best possible destination. It's not such a pipedream.
How to stand out in a crowded inbox this Christmas
 Holiday seasons can be the hardest and busiest times of the year for retailers. A good email campaign can be the difference between a good year and a bad year. This guide provides a roadmap to helping you stand out in a crowded inbox! Download now to see how
Communication breakdown: British businesses stuck in advertising time warp
British businesses have been accused of being locked in an advertising time warp as they are urged to find more effective ways to communicate with consumers.
Do we need CRM? Ten questions to help you decide
 There is no simple way to determine if, and at what point your organisation should implement a CRM solution. Ask yourself these 10 handy questions to help you decide if your organisation is in need of a CRM system. Download now
Social media: Most businesses out of the experimental stage
The number of companies using Facebook to react to customer issues and enquiries has increased dramatically in the last year, new research into social media has found.
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