Customer Relationship Management (CRM) covers methods and technologies used by companies to manage their relationships with clients. Information stored on existing customers (and potential customers) is analyzed and used to this end. Automated CRM processes are often used to generate automatic personalized marketing based on the customer information stored in the system.
CRM magazine has always focused on customer service as one of the most important customer-facing areas of an organization. In this special Best Practices guide, we ask contributors to offer our readers guidance on how to best achieve a customer service strategy that both increases customer satisfaction and benefits the organization.
This whitepaper presents new study findings on current consumer hot buttons, identifies what’s still broken when it comes to customer service, and highlights the industries and businesses that know how to get it right.
Every day, people are showing up to work for your channel partners. Some of those people are disengaged, which can have a significant impact on your ultimate success as a manufacturer or franchisor. Engaged channel employees deliver better customer experiences, stay longer with their employer and are more willing to talk their employer up as a great place to work. You’ve worked hard to develop outstanding products and services that are being distributed through your channel. Don’t let disengaged employees put your brand at risk. Download our article to learn how to drive and sustain engagement among your channel employees.
As a manufacturer, your uncontrolled distribution channel has a lot of places to focus their attention. So how do you break through the clutter? Reward and recognition programs have long been used to engage channel partners and align their activities with manufacturers’ goals. Applying behavioral economics to your program design will drive extra focus and effort. Learn ten best practices to follow when designing your next channel reward and recognition program.
The current loyalty program environment is challenging but rife with opportunity. Many poorly designed programs are driving loyalty fatigue and mercenary loyalty. However, there are more loyalty memberships than ever before and those companies that are successful in driving engagement and true loyalty are experiencing significant returns. The programs that “get it right” and earn genuine loyalty don’t just repurpose an old tactical model or copy the competition – they are unique and create or reinforce differentiation in the marketplace. Learn how to design a loyalty program that focuses on the entire lifecycle of a customer.
Learn how marketing operations management can propel your customer intelligence solutions and see how Forrester Consulting has deduced that this can also help your organization save money, while increasing benefits.
To build a great mobile app, you need the right skills, tools, and support. That’s why many companies are turning to integrated and collaborative mobile application development environments that let them meet business needs and exceed customer expectations.
How do shopping holidays like Cyber Monday and Boxing Day affect review usage? What does review traffic reveal about back-to-school shopping? Download The Conversation Index to see how customer conversations impact the global shopping seasons.
This paper explores what authenticity really means to consumers, and how brands can deliver it, every time. Includes best practices for companies that collect and display reviews, handling employee reviews, and how dubious practices can harm your business.
Consumers discuss your brand on Facebook, Twitter, and Instagram. Learn how to harness this wealth of social media content, and display it right where it can go to work delivering engagement, trust, and conversion: your website.
In this new whitepaper, we’ll show you how banks that embrace this social opportunity are deepening relationships with customers and driving business. We’ll share tips and success stories of retail banks.
Consumer reviews can have an impact on sales, but did you know that negative reviews can actually improve purchase intent? The linchpin: How brands respond. Read new research about the power of responding to consumers.
The marketing landscape is changing before our eyes. New entrants, empowered consumers, and fragmented media options require marketers to change their tune – forever. Learn to prepare for the new environment and how to measure your success.