Forrester’s Customer Experience Forum 2012
For decades, companies have been paying lip service to the idea of delighting customers, while disappointing them in every channel.…
Connecting the Enterprise: The VMware – Lithium Technologies Partnership
Companies today are under increasing pressure to change the way they interact with customers and community management platforms like the…
Building Brand One Customer at a Time
Brands within the hospitality industry are constantly evolving as they respond to consumer needs, market conditions and changes in the…
How a Free Burrito Turned into A $55 Parking Ticket and a Great Customer Experience
It’s hard trying to keep up in the Age of Acceleration. Everything is sped up. Everything is enhanced. Everything is…
How SEO is Like Customer Service
"We seek to WOW our customers." – ZapposWhen we hear of customer service, the big companies that come to mind…
For E.piphany (Infor), It’s Back to the Future
One thing I learned in the past 20+ years of doing CRM – when a tool works, the vendor behind…
Should You Divorce Your Customer? CRM Analytics Can Tell You If It’s Time to Split
Statistics have shown that divorce filings slow during a recession and spike as the economy recovers because many couples fear…
Moxie Consolidates Software Solutions
Earlier today I released an analysis note for my customers based on the recent announcement from Moxie Software that it…
The Power of Customer Decision Management
A few weeks ago Rob Brosnan wrote a nice piece on the Forrester blog – Is it time for Customer…
