How often in the course of a week do you answer the same question? If you work in a sales management position, the answer might be 10 or 15 times. This wasted time illustrates one of the biggest challenges in sales: a lack of centralized information. Salespeople tend to encounter a lot of the same […]
In a poll of enterprise contact centers by Deloitte, 82 percent of businesses view their 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 […]
Today’s customers are more informed, more connected, and have higher expectations than ever before. And companies that excel at customer experience trends and 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. […]
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 […]
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