July 2014

Magazine Features

The Road to Omnichannel Marketing Success

As new channels emerge, context-based marketing plays a crucial role.

The 4 Key Customer Service Omnichannel Considerations

Contact centers have deployed new technologies in silos; integration is difficult but not impossible.

4 Ways to Master Omnichannel Selling

Salespeople must track the customer journey across multiple channels and be more collaborative than ever.

Front Office

The Unified Omnichannel Enterprise Is No Longer a Pipe Dream

A company must connect all of its interaction channels so a customer can traverse them without losing any data.

Reality Check

Omnichannel Strategy Begins with Platform

The technology that changed business is now being changed by business.

The Tipping Point

Serve Customers Better by Learning the Language of Trust

In business and personal relationships, words are as important as actions.

Scouting Report

Is It Time to Replace Your Complaint Management System?

Flexibility is key to meeting evolving business challenges.

Pint of View

Best Practices for Whom?

You can only play so much Follow the Leader.

Customer Experience

Forging the Next CRM Frontier

Integrated technologies hold great promise for the future of CRM.

Small Biz Buzz

Lessons in Customer Centricity from CRM Vendors

When CEOs listen to the voice of the customer, everyone wins.

Insight

Are Consumers Willing to Share Private Data?

Privacy seekers share demographic and behavior traits, according to IDC.

Disruptive Digital Technologies Shake Up the C-Suite

As the roles of top executives evolve, new positions emerge to fill the gaps.

Gartner's Customer 360 Summit: Meeting Customers' Expectations Calls for 'Concierged' Experiences

Companies must strive for deeper digital personalization.

NetSuite SuiteWorld: NetSuite CEO Zach Nelson Talks CRM Expansion

Keynotes highlight convergence of CRM, ERP, and e-commerce.

IBM Smarter Commerce Summit: IBM Attends to the Customer Experience

Smarter Commerce Summit shows companies that moments matter.

Walmart's Omnichannel Strategy Keeps It on Top

Today's large retailers are connecting with customers in new ways.

Why You Should Never Be Closing

The three-act approach is the new way to sell.

REAL ROI

iCruise.com Sees Smooth Sailing with 8x8

8x8's Virtual Office and Virtual Contact Center improve operations at the cruise booking site.

OptifiNow Builds a Foundation for Sales for Mountain West Financial

Sales and marketing automation company offers tailored solution for the mortgage banker.

Rue La La Re-engages Dormant Customers with BrightTag

Tag management vendor's data matching capability delivers a 10 percent conversion boost for the flash sale site.