Move Over, CRM: CEM Is Transforming Marketing ROI
Customer experience management (CEM) represents an inflection point in marketing—one that marketers should be using to gain advantages for their companies and their customers. In fact, CEM’s role is increasingly vital in a digital world in which company reputations and customer loyalty can be gained or lost in an instant. [Read full story at CMO.com]
12 CRM Best Practices for 2012
Constant evolution of your CRM platform is important, but waiting until New Years day 2012 is not a recognised best practice. So if you are looking for practical steps you can take to get the best out of your current investment then look no further. [Read full story at Collier Pickard]
A Bait Shop Lesson in B2B CRM: “Crickets Self-Serve”
whatever you’re doing in the B2B marketplace, please be sure the customer and prospect engagement experience is well thought out, lest it be you or a client who ends up with “crickets in your hair.” By that, I mean lackluster results or bad outcomes originating from CRM strategies that lacked sufficient customer input, resulting in lack of interest, lost repeat business and/or a damaged reputation. [Read full story at B2B Ideas at Work Blog]
