Voices of CRM:

customer experience management


June 29, 2012  1:37 PM

The ultimate customer experience: Owning your own island

Posted by: Albert McKeon
CRM, customer experience management, Ellison, Oracle, Oracle Fusion CRM

Buying a Hawaiian island creates headlines. And it certainly will bury the headlines your company wants to generate with a new product line. On Monday, as Oracle Corp. announced it will bundle its CRM, marketing and other software products into a...

November 18, 2011  8:01 PM

Customer experience management speak: The facts are in the fluff

Posted by: Rosecafasso
CRM, customer analytics, customer experience management, social crm

A recent webinar entitled The New Experience Economy, presented 20 industry experts offering insights on what companies need to do get their customer experience management programs in shape. The webinar, produced by ThoughtLead and sponsored by ClickFox , a maker of customer data...

June 15, 2011  12:56 PM

Customer experience management with Tina Turner

Posted by: Rosecafasso
call center agents, call center management, customer experience management

What is happening in this world when you sit down for the opening speech at a call center conference and the speaker asks, “What’s love got to do with it?” I think Tina Turner would have cringed. I know I did. But, it ended up making sense. Joseph Michelli, motivational speaker,...

June 7, 2011  5:11 PM

Group aims to sharpen focus on customer experience management

Posted by: Rosecafasso
CRM best practices, CRM implementation, customer experience management

The term customer experience management has come to mean so many different things that it almost has no meaning at all.

But one group wants to change that.

The Customer...

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October 15, 2010  12:38 PM

Customer service excellence reaches the bottom line

Posted by: Barney Beal
customer experience management, RightNow, voice of the customer

I tend to be pretty skeptical about vendor-sponsored research. For all the claims that the research firm conducts its study independently, the firm knows who's buying it and they want to get work in the future. However, the results of the

January 12, 2009  2:33 PM

Lior Arussy on the customer experience in an economic decline

Posted by: Barney Beal
customer experience management, customer loyalty


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