Uncategorized

The customer version of sustainability requires that we capture scads of data about customers -- and today that means in an ethical and non-snooping way so that we'll have something to feed the monster we call AI.

Contact centers have been challenged the past year, most notably from labor shortages that have forced the industry into changing how it operates, how it staffs, and how it improves customer satisfaction and experience. In response, many in the industry are turning to different methods that help aut...

It's time -- past time, really -- to reevaluate sales force automation and maybe consider a new path. That's not as dire as it sounds though. We did a study recently in which we asked over 500 experienced sellers about everything from lead quality to support in the form of resources and even their m...

One bad consumer experience can cause a customer to stop using a product, which is why the customer journey revolution is taking center stage at smart businesses. While customer experience analytics can rescue businesses struggling to effectively manage their customer journey, real-time insights are...

The concept of bringing shared environments together gives new life to some tired old marketing strategies. It also suggests exactly where Facebook and the marketing industry plan to go. The E-Commerce Times discussed with Wyng CEO Wendell Lansford how metaverse technology will impact brands and the...

Back in the day, never mind which one, software development was both easier and harder than it is now. The code you wrote was compiled and it ran. If you were a good programmer, you might have left comments in the code so that later developers could understand how the system was intended to work if ...

Today, we all need to be on platform-based CRM, and we need to become ninjas at platform-based application development and deployment. This especially goes for the newest tools on the platforms which include an array of analytics, machine learning, and voice assistants.

Many vendors are missing a goldmine in personalizing customer experience because they are not thinking "inside" the box. A proprietary combination of software and on-demand printers from marketing automation firm UnDigital personalizes the unboxing experience. This relatively new technology is turni...

With the majority of searches happening on Google, updates to how Google is serving results could put a complete halt to new customer acquisition, leads, sales, and ultimately revenue. Here are some ways your business can best manage the latest core update to Google's algorithm.

CRM has become big enough to generate a significant shadow. When an idea like putting customers in the center of our universe takes hold, we see ripple effects everywhere in the culture. Nobody wants to be in favor of something else. But other times, CRM gets blowback from new trends. Such is the ca...

Attracting and engaging with a younger target audience is no longer optional; it is an essential marketing goal. The big question is: how to do it? Marketers and online retailers who have found useful answers to that question shared their insights with the E-Commerce Times.

The average salary for a tech worker reached US$104,566 in 2021, yet nearly half still feel they're underpaid. The hot recruiting market could be contributing to workers feeling underpaid, maintained Brittany Nisenzon, metro markets manager with Robert Half, a global staffing company.

The marketing technique called clienteling is used by retail workers to establish long-term relationships with key customers. When applied to e-commerce, the practice is based on having access to data about their preferences, behaviors, and purchases. A relatively new variation of this concept is di...

Salesforce held its Dreamforce NYC on schedule in early December, which you might have missed because of other news like Omicron and the looming chaos of the holidays. What was so interesting was how un-CRM-like it was.