Fonolo

MAY 10, 2018

When you arrive at his company homepage, WCL Management, which works with B2C, B2B and public sectors, do yourself a favour and head on over to the Latest Thinking section. Of particular note is the breaking down of our favourite buzzword: omnichannel. Not only is omnichannel customer support something to be desired; it’s in demand.

Customer Experience 113

Customer Experience Contact Center Innovation Omnichannel 113

Zendesk

FEBRUARY 7, 2024

Leverage data analytics and customer relationship management (CRM) systems to identify individuals who haven’t engaged with your brand for some time. With an omnichannel approach, customers can stop a conversation on one channel and pick it up on a different medium without losing context. Start segmentation based on shared attributes.

E-commerce 52

E-commerce Start-ups Omnichannel CX 52

1 to 1

AUGUST 30, 2021

Revenue intelligence Revenue intelligence is a dynamic, developing category, using technology to “capture engagement activity between buyers and sellers and automatically upload that data to CRM systems,” Forrester writes. We deployed salesforce’s CRM platform for more visibility into the entire sales funnel.

B2B 29

B2B Sales Unstructured Data Text Analytics 29

Lumoa

FEBRUARY 6, 2018

Companies do marketing, sales and CRM – the customer does the experience! It is an evolution of more and more aware customers who are influenced by their B2C experiences and expect the same, if not better from other experiences as a customer.

CX 129

CX Customer Experience Education Machine Learning 129

CX Journey

FEBRUARY 23, 2016

Clearly, there are differences between B2B companies and customers and their counterparts on the B2C side. Over-invest in traditional Leaders invest twice as much as their peers in offline capabilities such as contact centers, field service processes and tools, and legacy CRM systems. In short, yes.

B2B 56

B2B Customer Experience Contact Center B2C 56

Zendesk

MAY 11, 2022

This is a step beyond what a traditional CRM has offered. Legacy CRMs are an acknowledged nucleus for many customer contact points, but these solutions only track interactions at specific moments in time, without providing the full context of what was shared. Do better business with conversational CRM. The proof is in the data.

CRM 98

CRM B2C Compliance B2B 98

SugarCRM

OCTOBER 27, 2022

What’s New, What’s Next – Scanning the CRM Horizon. When the data is in a CRM system rather than a flat data repository, it can be interpreted through a sales lens. Self-Service: Self-serve is coming to B2B in the same way that it has in B2C. For the above reasons, leadership teams cannot take their foot off the gas.

B2B 26

B2B E-commerce CRM CX 26