You’ve heard the old sayings: “It’s the people that make the place,” and “You’re only as good as your team.” It’s true, having the best people onboard makes your business stronger. But let’s say you hit the hiring jackpot and have the best team on the planet working in your contact center. Your customer experience is going to be awesome, right? Unfortunately, the answer is not a definite yes.
What’s the purpose of your business? To create customers, of course. As you look to scale and grow, to transform your business, beware the trap of considering your business transformation initiatives solely from the perspective of internal processes.
This report is written for digital decision makers who want to know how their peers are succeeding at business transformation efforts using persona and customer journey maps to change their entire organisation.
Based on a survey of over 255 CMOs across Australia and New Zealand, this report describes how leading organisations consider the entire customer journey, and how they use CRM to underpin and orchestrate the entire lifecycle, not simply as a sales or support tool.
Organizations are frequently turning to SaaS solutions for their CRM needs. But there are risks when deploying any solution at scale, especially if you select the wrong vendor. Understand how to make the smart choice for your CRM solution in this informative eBook.
The way companies use and pay for customer relationship management (CRM) software has changed significantly over the past decade. While we have moved from perpetual or “up front” license costs towards a subscription-based payment model – there are still several points to consider when calculating the true costs of a CRM deployment over time.
The following analysis provides a comparative price analysis of three CRM solutions:
- Microsoft Dynamics CRM
A culture of customer engagement is a hallmark of organizations with high Customer Relationship Quotients. Download this complimentary white paper to learn best practices around building a culture of customer engagement and managing the changes that come along with a customer-focused business transformation.
To stay alive in today's competitive business climate you've got to be better aligned with your customers than ever before. Download the eBook to learn how modern CRM can unlock the value of business orchestration, helping your business thrive, not just survive.
The Economist Intelligence Unit spoke with six marketing visionaries around the world and posed a question: The world of marketers today has changed drastically from what it was ten years ago. What will it be like in 2020? And what do marketers need to forge a winning career path over the next five years? Find out: answers from Seth Godin, John Hagel, Gavin Heaton, Aditya Joshi, Marc Mathieu and Jim Stengel, the 15 things their answers shared in common, and the single most critical element to success in marketing that trumps them all.
Today’s customer experience management (CEM) programs require the involvement and collaboration of all key stakeholders within the enterprise. Aberdeen Group believes that two of these stakeholders are the CIO and CMO, and they must be aligned to drive superior customer and corporate value.
Everything You Know About Sales is Wrong. Daniel Pink, author of the book, To Sell Is Human unveils the secrets to selling - what makes sales people tick and the traits that make the best sellers successful in today’s marketplace.
Nucleus Research examines new technologies and tools that are improving sales managers’ ability to measure and enhance the performance of their sales teams. Nucleus sees the future of sales performance management as integrated with CRM and collaboration technologies, enhancing managers' ability to provide real-time coaching and motivation in context to drive better sales behaviors and, ultimately, better sales results.