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Better Customer Experience Starts with Scrapping the Paper

Digital marketers and customer experience advocates may, on occasion, forget the basics. The Web Engagement / Customer Engagement / Customer Experience advocates championing WEM, CEM or CXM as the next buzzword may be at risk of entering an echo chamber

Cheryl McKinnon's profile image



Blog Entry
Next Week – NOLA

Next week I will be giving a presentation at the AIIM Conference titled “Four Fried Chickens and a Coke.” If you are too young to get the reference, find a way to watch The Blues Brothers and think about the mission. Not the music, the jokes, the slapstick comedy done with cars and...

Daniel Antion's profile image

Blog Entry
Let’s Start Here

I am sure that my experience has given me a certain insight, and I rely on that insight when I decide what technologies our company should use

Daniel Antion's profile image



Blog Entry
Launching Your B2B Customer Portal: On Convenience, Buying Center Engagement, ERP Integration and more

A convenient portal enhances online experience A customer portal is a company’s virtual employee that represents this company and its products for its target audience. To succeed in it and contribute to customer retention, the portal should create online experience with convenient navigation and usage, which, in its turn, rests on the following: Strong search functionality based on multiple filters and transparent structure of the portal with the logical organization of internal processes allow the customer to easily browse the portal and find the needed products

Sergei Golubenko's profile image

Blog Entry
Increase Your Organization’s Productivity through Customer Relationship Management

If the trend shows the number of cases is going down, this can mean that customer experience is improving, or that support reps are reluctant to log all of their support cases

Matthew Bretzius's profile image