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Do you need a new CRM system? Are you thinking of changing solution, but are unsure whether to stick or twist? Chances are, you can improve on your current system - but buying CRM can be a challenging process.

That's why MyCustomer has pulled together a comprehensive, complimentary guide to help you select the ideal CRM system.

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MyCustomer has launched a new research report examining customer journey mapping practices and maturity. Who typically takes ownership of journey mapping? What tools are being used? How successful do brands believe it is? What are the most common barriers? Download the report to find out.

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As artificial intelligence shifts from concept to reality, many customer service professionals fear for their jobs. But what is AI technology currently capable of, what are the business benefits and what does a future of augmented customer support look like?

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According to Harvard Business Review, making an emotional connection with a customer is now more important than delivering satisfaction. In this hub, we look at why emotions matter - which emotions matter most, the science underpinning the analysis of emotion in CX, the technology being used to measure emotions and why emotional intelligence is an increasingly valuable attribute for your employees.

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Experts including Adrian Swinscoe, Colin Shaw & Shaun Smith share predictions for the year ahead, and explore the CX priorities for brands in 2018.

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What should call centre managers focus on in the coming year?

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Experts outline six ways that marketers should respond to Facebook's decision to downgrade content from brands and publishers in its newsfeed.

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How CRM supports a unified customer experience (if it’s used right:

Why do we continue to see #CRM as a #Sales database rather than a strategy for investing in the right relationships, engaging customers based on their most central needs, and focusing on service and transparency that usher great customer experiences?
Understanding where CRM fits within a unified customer strategy is essential to its success, as is your understanding of the strategies that CRM supports.

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Big Data Already Bringing Big Gains To The Enterprise:

It’s only now that businesses are increasingly realizing the benefits from their #BigData investments. Even sometime back, companies were struggling with structured #data and with the deployment of a useful #analytics framework based on #CRM systems.

#CRMnews
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