CRM and CX
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Is France World Champion for Sales?
Is France World Champion for Sales? France, world champion of sales? Give me a break… Here is a fun content marketing exercise I thought I’d like to offer my readers as a gift, just before closing this blog for the Summer season. CRM company Pipedrive’s content marketing manager shared this…
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Experience Economy: Great Experiences Begin with Great Service -Joe Pine
Joe Pine is an expert in the world of marketing and customer experience. As one of the men who coined the term “experience economy”, he stresses the importance of creating memorable events for customers. In-Store Customer Experiences These events are meant to elevate the experience and increase the probability of…
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today’s presentation at the Sugar CRM acceleration conference in Paris
These are today’s slides for my presentation at the Sugar CRM “acceleration” conference in Paris. I will also deal with “Social” CRM and the integration of barely repeatable processes within CRM processes. Check my other pieces in which I mention Sugar CRM for more details on that company and its…
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Sugar CRM: the rise of a new customer relations champion
This is the third Sugar CRM executive to be interviewed by visionary marketing.com. My first interview took place two years ago with Larry Augustin, CEO and founder of the CRM company, who is also one of the people who coined the phrase: “open source”. After a brief Skype encounter with…
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Social CRM: 3 stages of Social integration within sales force automation
Social CRM is a hot topic these days. A couple of days ago, I was able to talk to Jan Sysmans, director of product marketing at Sugar CRM in Cupertino, California. Jan was able to take me through a major evolution of its CRM systems in order to incorporate social…
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9 reasons for boosting your CRM with virtual agents (IVAs)
Virtualisation of customer services interaction was quoted by Time (March 2008) as being one of the ‘10 ideas which are changing the world‘. Pascal Levy-Garboua, Director, Business Development of Virtuoz.com, a leading-edge provider of IVA (intelligent virtual agents) technology, is giving us more insight into the future of customer relationship…
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Customer Experience Marketing (CEM) Book – a sneak preview
This is a sneak preview into the forthcoming Customer Experience Management opus by Caru, A. and Cova, B: Consuming Experience published by Routledge in London. Customer Experience Marketing (CEM) Book – a sneak preview Consuming Experience – Book Description by Routledge This book covers the ‘hot topic’ of experiential consumption in an…
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