• Blog Post: A CRM strategy should prioritise employee engagement and the customer experience

    The term "customer experience" refers to everything the customer perceives, interprets, and experiences while interacting with a company. These interactions can happen anywhere, any time and in many forms. Everything that the company or the people in the company say, show, or tell, will leave...
  • Blog Post: Calling in the crowd

    An investment in CRM software is key to customer retention strategy. But without social media interaction, a business' can only "know" about the conversations had directly. What happens when those customers talk about a business in other forums - blogs, forums, social networking sites,...