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CEM Strategy News
December 08, 2017
At Dreamforce, Salesforce launched a major update to its Quip collaboration environment that enables employees and users to customize the collaboration interface.
December 06, 2017
Einstein AI tools show great promise and are expanding deeper into the Salesforce clouds. Many smaller companies still need some convincing, but have high hopes for the future.
January 03, 2017
Predictive analytics, voice-activated devices and artificial intelligence will take shape as significant technology trends in 2017. Some still await further maturity.
December 21, 2016
Dufl and Kone are both on the move with their operations and are trying to create a solid customer experience by combining data from various back-office systems.
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Customer engagement is the means by which a company creates a relationship with its customer base to foster brand loyalty and awareness Continue Reading
A customer journey map is a diagram or several diagrams that depict the stages customers go through when interacting with a company, from buying products online to accessing customer service on the phone to airing grievances on social media. Continue Reading
New technologies such as artificial intelligence, virtual reality and customer personalization bridge the gap between online and offline sales and create new e-commerce experiences. Continue Reading
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What differentiates the 'big four' CRM providers? Explore the advantages and disadvantages of Salesforce, Oracle, Microsoft and SAP with this CRM comparison. Continue Reading
Whether choosing between Salesforce and Dynamics 365 for an initial install or a migration from one to the other, match the pros and cons to your organizational needs. Continue Reading
Microsoft Dynamics 365 CRM makes sense for some shops, while Salesforce is better for others. The right choice need not rest with the flip of a coin. Continue Reading
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Find out how enterprises can use CRM data to move from customer journeys toward AI marketing and engagement strategies. Continue Reading
If your contact center software needs updating, this tip will help you focus on some of the must-have technology to buy in 2017. Continue Reading
Contact center infrastructure purchases can be costly, but they also bring serious ROI through a boost in efficiency and customer experience. Continue Reading
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Employee experience app helps national nonprofit track work performance of ex-cons whom the group helps get jobs. App also lets employers and former prisoners record job results. Continue Reading
In Salesforce's tenure in the CRM market, the company has made its mark on cloud and mobility but also on redefining relationships with customers. Continue Reading