Customer Engagement

Getting the keys to your shiny new website and content management system (CMS) feels a bit like driving a new car off the lot. But like a new car,... Read more

A reactive customer experience is the kind that manages customer reactions instead of customer expectations and needs. It’s an outdated approach that aims to mostly put out fires. Businesses... Read more

Customer journey mapping is a technique central to the CX design process.  It leverages customer insights data to develop a compelling visualization of the customer’s entire brand experience. This... Read more

There’s a business-related urban legend that’s stuck with me all these years and it goes something like this. A high-end sports car manufacturer had just released their latest high... Read more

The creation of a customer and/or partner community portal extends the rich insights provided by a CRM database to external users and is a key way to run a better... Read more

Five years ago, Robin Sloan wrote a blog post for Snarkmarket exploring the economic terms “Stock” and “Flow” within a modern marketing context. For those who didn’t suffer through... Read more

If you’re getting ready to implement Salesforce, you’ve probably already invested a lot of time and money in making sure the solution works well for your business. Understanding critical... Read more

Web analytics tools are more robust and accessible than ever before, but there is still a customer data gap, with too much data and not enough actionable insight. As a... Read more

Does your CMS fit your global aspirations? Searching for the perfect web content management system to power an individual website can be a time-consuming and arduous task that requires... Read more

Most of us talk a good game about customer-centricity and using data (big or otherwise) to deliver personalized experiences that give customers what they need before they even ask.... Read more