Gartner & 1to1 CRM Excellence Award Winners
Recognizing the need for a robust CRM solution that was accessible to the sales representatives even while on the road, seed company AgReliant Genetics developed an iPad solution that gives easy and secure on-the-go access. Continue Reading »
By Cynthia Clark
Posted on May 01, 2013 in Customer Service
Ingram Micro kicked off an ambitious initiative to improve operational efficiencies in more than 3,700 resellers in North America, help them close more deals without adding human resources costs, and in turn deliver greater profits. Continue Reading »
By Cynthia Clark
Posted on May 01, 2013
In its move to connect consumers with customer service, Cigna instituted a social media strategy that has enabled it to engage with customers in a way that reaches them on their terms and through their channel of choice. Continue Reading »
By Anna Papachristos
Posted on May 01, 2013 in Customer Service
Because 35 percent of travelers have admitted to changing their hotel reservations after reading online reviews, Best Western took it upon itself to manage its online reputation and improve their customer care services. Continue Reading »
By Anna Papachristos
Posted on May 01, 2013 in Customer Service
For LEGO fans, the brand’s creative roots have grown into an interactive forum that allows children across the globe to create together using their imaginations to role-play and write stories they can share with the entire community. Continue Reading »
By Anna Papachristos
Posted on May 01, 2013 in Customer Service
Eaton’s “Things Have Changed” campaign underscored the power management company’s expertise in IT and data center solutions while positioning Eaton as a company that gets IT. Continue Reading »
By Cynthia Clark
Posted on May 01, 2013 in Customer Service
The customer experience strategy for Intuit’s APD group is set up to enable the organization to design product offerings and experiences that deliver time savings and crackerjack execution while retaining a customer-focused mindset. Continue Reading »
By Tom Hoffman
Posted on May 01, 2013 in Customer Strategy
Executives at United saw an opportunity to explore new ways to use customer data from both MileagePlus and non-members that could help build richer profiles of its customers that could enable the airline to deliver more personalized and relevant communications. Continue Reading »
By Tom Hoffman
Posted on May 01, 2013 in Customer Service
Case Studies
Thomas & Betts invested in a holistic social media program that built relationships and facilitated meaningful conversations with customers, distributors, and prospects. Continue Reading »
By Cynthia Clark
Posted on May 15, 2013 in Customer Service
Market Pulse
For marketing leaders across industries, the expansion of digital communications not only presents new ways to connect with customers, but also increases investment in technology and the growing mobile and social channels. Continue Reading »
By Anna Papachristos
Posted on May 09, 2013 in Emerging Trends
When customers voluntarily share personal information with their favorite companies, they do so with the knowledge that these brands will do everything in their power to keep this data private. Continue Reading »
By Anna Papachristos
Posted on May 16, 2013 in Emerging Trends
According to Econsultancy’s recent “The Realities of Online Personalization” report, most marketers see Web personalization as a vital component for business success, but many fail to comprehend the processes behind integrating these engagement tools. Continue Reading »
By Anna Papachristos
Posted on May 02, 2013 in Customer Strategy
Industry In-Depth
Executive Q&A
Companies that strive to be innovative tend to be more successful because they offer their customers and prospects products and services that are ahead of the time. Ford is leveraging technology to be a truly innovative company. Continue Reading »
By Cynthia Clark
Posted on May 08, 2013 in Customer Service
Integrated Marketing
Customer Service
In many instances, extreme customer service acts as an outcry for publicity. Brands base their initiatives on the premise of aiding customers in need, but these actions take on a life of their own, growing into stories that make national news. Continue Reading »
By Anna Papachristos
Posted on May 13, 2013 in Customer Strategy
Social and Mobile
Social media can also quickly turn into a headache for companies if employees misuse the channels in ways that embarrass their companies, making it essential for staff members to be trained in using social media. Continue Reading »
By Cynthia Clark
Posted on Apr 22, 2013 in Customer Service
Employee Engagement
Customer Analytics
While the ideal dashboard permits companies to observe how customers are interacting with their brands in real time, viewing all such data in a single portal so they can respond quickly and effectively, many fail to comprehend which facets are essential when developing and implementing an optimal analytical strategy. Continue Reading »
By Anna Papachristos
Posted on May 20, 2013 in Data Analytics