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Q: Implementing a Government CRM? A: Toss Out the Playbook!
As the City of Philadelphia Chief Customer Service Officer, I was responsible to led a project team to procure and implement a new city wide CRM (Customer Relationship Management) platform for near…...
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Just Published: 2015 State of Marketing Report
It’s here — the definitive marketing report of 2015. We surveyed more than 5,000 marketers globally to understand top priorities for the year across all digital channels. Inside this second annual...
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6 C’s of Customer Relationship Management Systems
Financial institutions love to complain that CRM systems don’t work. But it takes more than simply buying the system and turning it on. Source: thefinancialbrand.com See on Scoop.it – Designing design...
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Customer Experience Matrix: New Marketing Automation Options for Small Business
Digest… → GreenRope is all-in-one software sold primarily to very small businesses such as lawyers, real estate agents, consultant, coaches and membership organizations. That puts it firmly in...
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CRM is evolving: use it to support customers in their end-to-end journeys.
CRM is the foundational building block that allows empowered consumers and connected employees to do business in ways we could not imagine just a few years ago. Source: blogs.forrester.com See on...
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8 Tips to Get Your Team Using CRM in 2015
A CRM implementation is more of a cultural change than a technological change. That’s because adopting a new system requires changing habits, and changing habits is hard. It’s hard for those who…...
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Forrester’s Top CRM Trends For 2015
CRM is the foundational building block that allows empowered consumers and connected employees to do business in ways we could not imagine just a few years ago. Source: www.computerworlduk.com See on...
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How to Quickly & Easily Create a Buyer Persona [Free Tool] From heuristics to...
Learn about the free MakeMyPersona tool from HubSpot, which generates buyer personas once you answer a series of questions about your ideal customers. Source: blog.hubspot.com From heuristics to...
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How enterprise gamification can be used in call centers and contact centers...
How enterprise gamification can be used in call centers and contact centers for customer service gamification. How to use gamification to balance AHT, FCR and … Source: www.slideshare.net Filed...
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Powerful Brands vs Customer Relationships #hbr #custsrv #crm #custexp
Some have predicted that digital technologies will hasten the demise of brands because customers will have ready access to information they need to make purchase decisions, and “brand” will therefore...
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