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 →
Data is useless unless it leads to actionable insights Most companies are awash in customer data, whether they know it or not. Like a flood, it flows through, around and... read more →
It's all about staying engaged Success in today’s digitally-driven, hyper-connected marketplace is all about effective customer engagement. This means engaging effectively with customers today and learning from each interaction, to... read more →
Closed-Loop Customer Engagement Engaged customers are more likely to buy from you today, and to be loyal advocates for your brand tomorrow. Developing a strategy to maximize customer engagement is... read more →
The Buying Window Our previous post stressed the importance of engaging customers in their buying window - at the time when they are still researching your product or service (and... read more →
The Buying Window Before they contact your call center, reach out to a salesperson or visit your store, most potential customers already have decided many of the specifics of the... read more →
Right message, right channel, right time in the buying cycle More than 70% of today’s customers make their buying decision before speaking with anyone from sales or customer service. To secure the... read more →
