Mapping out customer experience excellence: 10 steps to customer journey mapping

2010-03-12 04:54
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How can CJM improve the customer experience and how do you create a customer journey map?

Epic fail! Five marketing campaign flops to learn from

2010-03-04 04:59
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Benjamin Dyer looks at the lessons to be learned from his top five marketing campaign blunders.

The CRM and social media lessons of Virgin Galactic

2010-02-19 05:20
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Virgin Galactic president Will Whitehorn discusses the firm's remarkable journey and the part that customer insight and web marketing have played.

More than just marketing: Using YouTube for customer engagement

2010-03-01 05:37 - 1 comment
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YouTube's Bruce Daisley discusses the innovative ways that the video sharing site is being used to engage with customers.

Rich Baker: Customer service + social media = marketing

2010-02-26 05:52
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Top Twitter influencer and social media expert Rich Baker discusses his thoughts on Web 2.0 and the service revolution taking place.

All change: The four trends reshaping customer service

2010-03-10 05:19 - 4 comments
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Social media is challenging firms to redefine their customer service and, as Guy Stephens notes, a number of trends have become evident.

Gartner: CRM is in trouble – and it could be worse than we think

2010-03-17 12:27 - 4 comments
Gartner
That’s the message from the analyst's CRM Summit. But despite the doom and gloom it’s still a "great time" to be in CRM. Confused?

Gartner: Four CRM trends to watch - and how your firm must respond

2010-02-22 13:07
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With CRM high on the agenda again this year, Gartner has outlined its CRM predictions for 2010 and beyond.

CRM and marketing technology: 10 years that shook the world

2010-02-25 10:30 - 1 comment
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A rundown of TFM&A highlights plus attendee opinions about the industry's key developments during the 10-year history of the event.

Social media monitoring: The tips and tools to get it right

2010-02-22 05:53
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What social media analysis tools are available and how can these can benefit organisations looking to maximise this rich vein of market intelligence?
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