Tag Archives: Forrester

Why are Today’s Salespeople so Unprepared?

How often in the course of a week or a month do you answer the same question? Back when he worked in sales management positions, Trey Tramonte, the President and CEO of Bloomfire, repeatedly experienced a frustration familiar to all sales executives. “I would receive the same question 10 to 15 times a week from […]

Waiter with silver tray

Why Customer Experience Trumps Price and Product Almost Every Time

In a poll of enterprise contact centers by Deloitte, 82 percent view the customer experience as a competitive differentiator. And by 2020, customer experience will overtake price and product as the key brand differentiator according to the Customers 2020 Report. So what does this mean for your business? If you’re not already keying in on […]

Are These Five Customer Experience Trends On Your Radar This Year?

Today’s customers are more informed, more connected, and have higher expectations than ever before. And companies that excel at customer service are reaping the rewards. In fact, a stock portfolio of Forrester’s Customer Experience Index leaders had a 43 percent cumulative gain in performance vs a 14.5 percent gain by the S&P 500. And more and […]

2015 Prediction: Analytics from Enterprise Collaboration Tools Becomes Critical

Late last year, I predicted that analytics would drive increased investment in enterprise collaboration. In a recent Destination CRM blog post, Forrester analyst TJ Keitt recommended that companies use cloud-based collaboration services to find the right data nugget when needed. In the post, he says that embedding social analytical tools in collaboration platform allows companies […]