New & Notable
CEM Strategy News
March 15, 2018
To improve its e-commerce offerings, the CRM company bought B2B commerce product CloudCraze for an undisclosed amount. The purchase will add B2B functionality.
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.
CEM Strategy Get Started
Bring yourself up to speed with our introductory content
Customer experience management (CEM or CXM) is the collection of processes a company uses to track, oversee and organize every interaction between a customer and the organization. Continue Reading
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
Evaluate CEM Strategy Vendors & Products
Weigh the pros and cons of technologies, products and projects you are considering.
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
Manage CEM Strategy
Learn to apply best practices and optimize your operations.
When considering which credentials in the Salesforce universe are the best investments, one marketing consultant makes the case for Salesforce Marketing Cloud certification. Continue Reading
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
Problem Solve CEM Strategy Issues
We’ve gathered up expert advice and tips from professionals like you so that the answers you need are always available.
With less than a month until GDPR has to be implemented, both B2B and B2C sales teams must be prepared to properly protect or even dispense of customer data, according to experts. Continue Reading
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