March 2019

Magazine Features

Sales Enablement: A New Role for Sellers

Improved buyer knowledge is forcing sales reps to become consultants

Marketing’s Dilemma: In-House or Outsourced?

Many top marketers use a mix of internal and external resources, but is that right for you?

Enjoy Your Stay Where Great Customer Service Is Non-Negotiable

A Q&A with Horst Schulze, whose ultra-luxury Capella Hotel Group features an intense focus on personalized service, reflecting its founder's career of putting customers at the center of everything

Front Office

Being an Enabler Has Become a Good Thing

The term 'enabler' now has positive connotations, at least in a business context

Reality Check

Customer Service Is Everyone’s Responsibility

Companies have to start organizing their culture around putting the customer first

Connect

Storytelling in Business: Art, Science, Necessity

You have to make customers connect with you in a personal way

The Last Line

Is Customer Service Ready for the Nonstop Chatter of Messaging Apps?

When the going gets weird, the weird turn pro

Customer Experience

5 Building Blocks for Digital Transformation

Keeping up in these areas lowers your company's risk of being disrupted

Insight

4 Forces Will Affect Marketing in 2019

Gartner identifies the market shifts that will alter marketers' courses this year

Consumer Expectations for Brand Trust Jump 250%

Consumers are far less trusting today amid some high-profile data breaches

Required Reading: The Keys for Unlocking the Customer Value Chain

To avoid disruption, companies need to understand decoupling

ROI, Innovation, and Security Top CMOs’ Concerns

A recent survey sheds light on the challenges that keep marketers up at night

Sales Are Hitting Goals, Missing the Mark

Sales performance falls despite reaching revenue targets, CSO Insights finds

REAL ROI

Georgia Tech Strengthens Athletic Department with SalesLoft

Sales and fan engagement increase for the college sports powerhouse

Rakuten Marketing Delivers Campaign Success for JanSport

During JanSport's Disney-themed product launch, Rakuten increased brand awareness, customer acquisition, and site performance

The Next Step

Making Field Service Your ‘Promise Engine’

A marriage of people, process, and products