There are a variety of new marketing and communication channels emerging on what seems like a daily basis. Although many retailers see this as an ongoing challenge, it provides an opportunity to ...

Good relationships depend on the little things, but it takes more than just first-call resolution or prompt follow-up from a sales rep to fulfill CRM's promise. Even businesses with sophisticated CRM ...

In this era of digital communications, your opportunities for connecting with customers, and of providing impressive service, have greatly expanded. But so, too, has the chance of disappointing—or ...

Customer service has reached its lowest point since 2016. Forrester’s 2024 U.S. CX Index found brands’ service strategies fail to meet the ever-evolving needs of consumers. While advancements in ...