By Kathy Barton 80% of knowledge management projects underperform. Why? Information gets loaded into a database, but then quickly gets outdated. It’s hard to maintain, and it tends to be... read more →
By Barton Goldenberg How well does your company nurture its sales leads? Prospects at all stages of the buying journey are interacting with your brand. They’re visiting your website,... read more →
By Kathy Barton Everyone gets frustrated with customer support. Whichever support functions you use, you’ve probably found that they are limited in what they can do and what they offer.... read more →
By Barton Goldenberg When customers buy your product or service, the relationship is only beginning At a recent tech conference in Silicon Valley, an overheard remark from a participant captured... read more →
by Barton Goldenberg The concept of Customer Success originated with companies actively targeting ‘at-risk’ accounts with teams designed to increase retention by helping customers derive more value from their products... read more →
By Barton Goldenberg The key, as always, is data—and how you use it I attended an alumni course at my alma mater, the Wharton School, titled “Customer Centricity.” We played... read more →
By Barton Goldenberg Customer experience management needs to be at the vanguard of your strategy In this space over the past year or so, I’ve focused on the necessity of... read more →
Choose channels, gather data, create profiles, analyze, deliver right message at right time. Repeat. By Barton Goldenberg, published in October 2017 CRM Magazine Success in today’s digitally driven, hyperconnected marketplace... read more →
Your company can either navigate the digital deluge, or be swamped by it. Having a sturdy data foundation now is critical to successful customer engagement in the future. Properly collected... read more →
Effective Engagement Requires Contextual Relevance Closed-Loop Customer Engagement begins and ends with channels. It starts by fully-exploiting whatever online or off-line channels your company now uses to sell its products... read more →
