Customer Relationship Management

Enterprise change comes slowly. Could perfecting remote sales processes help speed it up? by Doug Seaberg The enterprise sales cycle is typically measured in months, if not years. Products and services are often complex, and when you’re helping companies automate their vendor payments like I am, you’ll end up working …

By Jay Hinman Ask any marketer today how he or she feels about customer complaints and there’s a good chance you’ll hear, “They’re never fun,” “They’re part of the job,” “There’s just so many of them,” or even, “We can’t make everyone happy.” Feedback that customer support and operations teams …

BOCA RATON, FL–Cendyn plans to be releasing Starling, the company’s next-generation customer data platform (CDP). Available to purchase in Q1 2021 and aimed at the hospitality industry, Starling unites, transforms, cleanses and enriches millions of data points from all of a company’s technology solutions, giving them the ability to take …

By Jeff Gallino Businesses have experienced many disruptions over the last several months, but few departments have faced the challenges that the contact center has endured. Between a sudden shift to remote work, an influx of calls with urgent and sensitive requests, more vulnerable customers and workforces, and a wider …

OpenText Provides Fresh Insights on Campaign Performance, Customer Sentiment WATERLOO–OpenText, a global leader in Enterprise Information Management (EIM), today launched OpenText™ Core Experience Insights, a SaaS application that provides marketing leaders full visibility over their customer’s journey – from website interactions to email engagement, social media content and call center …

Acknowledgment, Interest, and Conversion (AIC) Framework provides consumer brands with extensive audience insights to increase customer lifetime value CleverTap, the full-stack customer retention platform, announced the launch of their AIC Framework for customer engagement, co-created with Phiture, a Berlin-based mobile consultancy. Together, CleverTap and Phiture designed the AIC framework to …

Study uncovers a notable gap between awareness of reputation risks and robust issues and crisis management TORONTO–The majority of Canadian companies say they aren’t adequately prepared to recover their reputation in the aftermath of a crisis, a volatile and complex situation that interferes with an organization’s ability to carry on …

Providing partners with the tools, training, and support needed to create critical long-term value, boost growth, and increase revenue NexJ Systems Inc., the pioneer of Intelligent Customer Management (ICM) for the financial services industry, announces the launch of its partner program. NexJ is inviting financial services-specific consulting and solutions partners …

By Shai Berger Today’s consumers have very high expectations when it comes to customer service in general and contact centres in particular. Providing superior service is critical, especially since “60% of consumers say they’ll drop a brand (even one they love) after just a few sub-par experiences.”1 A surefire way …

Aite Group Assessment Highlights Melissa’s Approach to Verify Identity at Onboarding, Complementing Industry Mandate for Easy, Frictionless Banking Melissa, a leading provider of global contact data quality and identity verification solutions, today announced availability of “Identity Verification: Successful Strategies to Minimize False Positives and Risk,” a new report commissioned by …