Customer Experience

Until now, retailers have relied heavily on SaaS offerings for their fulfillment systems. But research shows that many retailers are shifting away from this in favor of solutions they own. Why? To gain the flexibility for providing a better customer experience.

Building emotional loyalty with customers and employees might be the secret to long-term business success. One way a brand can measure emotional loyalty is to use tools such as customer analytics, which measures customer sentiment.

Among the many challenges retailers face, customer-related concerns appear to be the most pressing. The best way forward for retailers is to focus on integration and automation.

How businesses must handle customer interactions is changing as customers adopt messaging as a communication preference. Companies that fail to keep up with the rapid advancements of digitizing this process will be left behind.

These strategies will increase e-commerce conversion rates during the holiday season, engage customers, and encourage repeat visits and purchases.

Is e-commerce declining or fitting in the post-pandemic world? The answer might well depend on how the limits of e-commerce are drawn in the "new normal" business world, as companies balance their e-commerce focus with the reality that customers likely prefer an in-person shopping experience.

How can you maximize adoption from the very start of your CRM rollout? Here are Zoho's top tips, based on more than a quarter of a century of experience.

We spoke with Sameer Patel, CMO and solutions officer at SAP CX / CRM about the challenges and benefits of building a strong customer data foundation.

What’s the best way to ensure your investment in a new CRM pays off? For a start, the CRM you choose should consist of applications and functions which have been designed from the ground up to work together.

As consumers continue to explore virtual shopping in the metaverse, two companies forge the path for shoppers with platforms that make e-commerce more inviting by bringing 3D virtual showrooms and virtual try on rooms to reality.

I bought Lenovo’s Chromebook Duet 5 for an attractive price from a major national electronics store. In hindsight, that was a purchase I wish I could undo.

Having trouble understanding that person at the end of the support line you’ve called to get some customer service? A Silicon Valley company wants to make those kinds of problems a thing of the past.

The supply chain debacle and the rising costs of everything have forced consumers to make critical choices in how they spend their rapidly disappearing dollars. Retailers can no longer rely on personalization strategies alone to win over or retain loyal customers.

Using data from your CRM and other sources, you can optimize your customer journey, reducing leakage, cutting bounce rates, increasing satisfaction and boosting conversion rates. Here are Zoho’s top tips for effective customer-journey planning and optimization.