Forbes contributors publish independent expert analyses and insights. Shep Hyken is a customer service/CX expert, author & keynote speaker. Many companies are embracing technology. They are finding ...

In the digital era, customer interactions with brands span across various touchpoints: Websites, social media, email, in-store visits and mobile apps. As the leader of a digital marketing company, ...

Historically, SAP missed a couple of notable CRM shifts. But is there another chance now - to go where the puck is moving? That issue jumped out during a media/analyst discussion with SAP customer San ...

Learn how to create an effective CRM strategy in 8 easy steps to boost customer relationships, streamline processes, and drive growth. Customer relationship management is vital for any business ...

In every organization, marketing plays an important role in defining, socializing and managing the customer experience (CX). However, the relationship between the customer experience and the marketing ...

You must understand customer needs before you can transform them into a total experience that meets all those needs. For as long as goods have been bought and sold, customer expectations for how these ...

It’s not just up to your sales or service teams to give good customer service; every employee plays a role. Learn how to build a customer-centric culture that exceeds customer expectations and sets ...

The use of customer personas in marketing is a critical and foundational step to make it possible for businesses to map out their strategies. The use of customer personas in marketing is a critical ...

Opinions expressed by Entrepreneur contributors are their own. We all know that businesses are supposed to solve problems. But more important to problem-solving is a business’s ability to respond to ...

To create successful growth strategies, relevant marketing campaigns and products that deliver real value to your customers, you must first understand your customers. Doing that requires studying them ...