Five Questions for Rich Green, Chief Product Officer with SugarCRM
By Keith Kirkpatrick December 14, 2021
Rich Green, Chief Product Officer, SugarCRM I recently connected with Rich Green, chief product officer (CPO) with SugarCRM, to get this customer relationship management (CRM) industry veteran’s insights into the challenges of integrating AI...
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CX Outsourcing Firm Majorel Enters Croatia and Agrees to Acquire Turkish CX Provider Mayen
By Alex Gaw December 6, 2021
Majorel, the Luxembourg-based provider of multilingual outsourced CX solutions, has expanded its footprint with the establishment of new operations in Zagreb, Croatia, the company announced on December 2, just 10 days after it signed an agreement...
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Gartner Survey: Most Service and Support Leaders to Advocate Value-Added Customer Service Strategy for 2022
- By Alex Gaw December 2, 2021
A new report from Gartner shows that a majority of customer service and support leaders favor a value-added customer service strategy to grow their business in 2022, representing a significant shift from the once-prevalent mindset that customer...
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Customer Success Teams Help Build Meaningful Customer Engagement
- By Keith Kirkpatrick November 30, 2021
Customer success is defined as “a long-term, scientifically engineered, and professionally directed strategy for maximizing customer and company sustainable proven value,” by the The Customer Success Association. But for most organizations,...
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Salesforce Report: Rising Shopper Expectations Put Pressure on Brands and Retailers to Redefine Customer Engagement Strategies
- By Alex Gaw November 22, 2021
A new report from leading customer relationship manager (CRM) platform provider Salesforce sheds light on how COVID-19 permanently upended shopping for consumers and brands alike, raising shopper expectations in significant ways, while dramatically...
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Customer Relationship Management in Travel & Hospitality
By Sherril Hanson November 19, 2021
Customer relationship management (CRM) is one of the key functional areas in the CX landscape. The use of CRM systems offers benefits in any industry, enabling the tracking of customer interactions and information, eliminating manual activities,...
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B2B Personalization for CX Vendors
- By Keith Kirkpatrick November 16, 2021
One of the key strategies used by business-to-consumer (B2C) companies to improve CX is to personalize each interaction. By capturing and using customer journey data, companies can provide a more personalized experience across marketing, sales, and...
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Is Cutting Customer Service the Answer for Companies to Cope with Rising Inflation?
- By Alex Gaw November 15, 2021
With inflation surging this year, companies across industries are responding not by slashing prices, but by cutting customer service. This was the conclusion reached by a story in The New York Times that recounted how firms were taking steps...
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Zendesk to Acquire Momentive of SurveyMonkey Fame
- By Alex Gaw November 2, 2021
Global customer relationship management (CRM) firm Zendesk is set to acquire online experience management company Momentive, formerly known as SurveyMonkey, in an all-stock transaction that will be growth accretive for Zendesk by 2023 and...
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Using Video to Improve CX
- By Keith Kirkpatrick October 22, 2021
If a picture is worth a thousand words, to quote the famous adage, then a video must be worth at least ten times that amount. And given the high quality of today’s video platforms, along with the wide range of devices that can play the content,...
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Report: Good CX Remains Top Issue, Consumers Say
- By Alex Gaw October 15, 2021
A new report on CX trends sheds light on the increasing expectations of consumers more than a year into the COVID-19 pandemic and how the stakes remain high for CX, especially because negative CX could have a profound and adverse impact on...
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SugarCRM Expands Presence in Latin America with New Partner
- By Alex Gaw October 13, 2021
SugarCRM, the software company from Cupertino, California, that produces the web application and customer relationship management (CRM) system called Sugar, is partnering with a new master distributor in Latin America as part of a continuing push...
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