Customer Centric Commerce:
The proliferation of new digital mediums, interaction models, and touch points has transformed and fragmented the customer journey. This creates a new opportunity for innovative marketers and spells disaster for those that are not prepared. The New Customer Journey Customers are embarking on a new journey traversing a (Read More)
TechCrunch:
Accel Partners has poored $4.5 million into Causata, a San Francisco-based software startup that provides tools companies can use to optimize customer experience and business results. The Series A round actually closed back in April this year, but has only now been made public through a regulatory filing, reports peHUB. Jud (Read More)
Submitted by Socialmasses
from blog:
Image by libraryman via FlickrThe accidental community around twitter hashtag #scrm has been pretty busy these days. John F. Moore (CTO, Swimfish) asks a great question regarding Social CRM, as a follow up to Ed Thompson's (VP, Gartner) view of the future of Social CRM in the next 10 years that he shared with Esteban Kolsky (Read More)
Customer Experience Crossroads:
There's a terrific article at the BAI Banking Strategies website about the dangers of using self-service technology only to reduce costs, without any benefits to customers.The Conundrum of Self-Service: Cost Savings or Customer Service? by Nicole Sturgill. You don't have to trade off improved experience for improved cost -- (Read More)