Articles
Tag: customer experience management
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What Is Customer Experience Management?
Exploring the key concepts, strategies and software behind customer experience management (CXM).
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Optimize DX - and Get Real - with Customer Experience Management
As a poor college student, I would have done nearly anything for an extra buck. So when I was offered $20 to be observed while trying to accomplish various tasks on a 1990s website, I jumped
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SDL Admits Its Customer Experience Message Failed
SDL’s executive chairman admitted the company put the "wrong salesmen" in "wrong opportunities," which led to "disappointing" win rates for its customer experience management suite. David Clayto
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IDC: Your Customer Experience Cup Is Just Half Full
A month after IDC warned companies about the tough challenges in improving customer experience, a new survey by the research firm shows little more than half the firms are even trying.About 53 percent
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Nielsen Breaks Into CXM with New Listening Platform
Customer experience management is about to get a lot more interesting, with some help from global market research and insights company, Nielsen. The company has partnered with ResponseTek, a provider
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Acquiring Customers Amid the Social Babble #SDLInnovate
You don't need to listen to 56 billion social conversations to build your business. You just need to hear the ones that matter. That was the landscape Liz High, vice president for global insight
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Dig into Your Data to Delight Your Customers #SDLInnovate
When preaching the gospel of customer experience management, it helps if a CEO has transformed his own company as Mark Lancaster has changed SDL. Lancaster opened his company's conference in San Franc
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Gartner Names 5 Vendors That Make CRM Cool
If you still have doubts whether customer relationship management (CRM) is trendy, hip and cool, put your mind at rest. Gartner just released a list of "cool" CRM vendors. But notions of coo
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Cloudy Outlook for Enterprise Customer Relationship Management
There's new research from software consultancy Software Advice on the way enterprises are deploying customer relationship management (CRM) systems. It shows sales force automation is the most requeste
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How Marketers Can Capitalize on the Coming Internet of Things
The so-called Internet of Things? Fugetaboutit ... at least for a while. The Internet of Things refers to a world where everyday physical objects are connected to the Internet and are able to identify
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Gartner's Sales Force Automation MQ: Microsoft, Oracle, Salesforce, SAP Lead, NetSuite Challenges
Yesterday, in our first look at Gartner’s Magic Quadrant for Sales Force Automation (SFA), we saw that there is growing interest, and use, of SaaS deployments. This is coupled with an ongoing di
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Gartner MQ: Sales Force Automation Moves to SaaS, Microsoft, Oracle, Salesforce, SAP Lead
If the majority of the US$ 4.7 billion spent on Sales Force Automation (SFA) software last year was mainly spent on sales applications, the market was characterized by the continued move to SaaS model
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Gartner MQ: CRM Customer Engagement Center - Oracle, Pegasystems, Salesforce Lead, Microsoft, SAP Challenge
Our first look at Gartner’s Magic Quadrant for CRM Customer Engagement Centers (CEM) showed a market littered with obsolete business applications. However, the three vendors in the Lea
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Gartner MQ: CRM Customer Engagement Center - Oracle, Pegasystems, Salesforce Lead Troubled Market
Even a brief look at Gartner’s Magic Quadrant for the CRM Customer Engagement Centers (CEC) shows that this is a technology space that is in trouble. Led by Oracle RightNow Cloud Services, Pegas
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