Articles
Tag: customer relationship management
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Customer Retention Strategies for Driving Loyalty in Uncertain Times
Learn why retaining customers is critical for long-term success and how loyalty programs can help increase profitability.
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Understanding Customer Relationship Management (CRM): The Basics and Beyond
No longer nice-to-haves, CRM systems today are essential tools helping organizations create the high-touch, personalized interactions their customers demand.
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Lighting the Way: Rethinking CX Leadership
Insights and actionable recommendations for CX leaders to drive organizational change, build authentic leadership and achieve consistent customer experiences.
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Successful Customer Onboarding: A Quick Guide
An insufficient onboarding experience is the third driving factor of customer churn.
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How Do We Measure the Happy Customer?
Are you measuring and interacting with your satisfied customers? Learn why it's essential and five steps to understand their needs and improve your CX.
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How Big Box CX Deficiencies Provide Opportunities for SMBs
Small and midsize businesses can differentiate themselves by providing individualized experiences that leave a lasting impression on customers.
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A Guide to Bridging Customer Experience Gaps
Creating connections at a human level requires time, patience and perseverance with the right intentions and aligned purpose.
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Combining Self-Service, Chat and Phone Support: A Winning Strategy for Customer Service
Learn how to create a seamless experience and leave a lasting impression on your customers.
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From Appetizers to Airplanes: How My Experiences Shaped CX Design Strategies
What this former waiter learned about customer experience, and how he's now using those lessons in his current career.
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What Can Southwest Airlines Do to Restore Customer Trust?
Experts weigh in on how Southwest can repair damage to its reputation following its holiday travel cancellation debacle.
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Salesforce's Whirlwind of Change: Another Activist Investor Buys Major Stake
Activist investor Elliott Management makes multibillon-dollar investment in Salesforce.
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CX Decoded Podcast: Jim Tincher on Doing B2B CX Better
Learn how to measure emotions in B2B customers, overcome silos within organizations and use data to understand the impact of inventory on customer loyalty.
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US Federal Government Tackling Issues Blocking Better CX
The government's goals are to modernize programs, reduce administrative burdens and develop new online tools and technologies to enhance CX.
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Perks, Promotions and Personalization: Brand Loyalty in the Age of Inflation
CMOs must increase efforts to retain loyal customers with gestures of appreciation and incentives to stay true.
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