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CMO Spotlight: Judith Sim, CMO, Oracle Corp.

Blog post by on August 27, 2014

“Social marketing has changed everything” …states Judith Sim, CMO of Oracle Corp. in no uncertain terms. Let’s put that into the context of B2B marketing and examine what really has changed, how, and what we as marketers …

Customer Service and a “Need For Speed”

Blog post by on August 27, 2014

Remember the Tom Cruise quote from Top Gun. “I have a need for speed”. Well businesses need to embrace that same concept when designing their customer service strategy. We all have seen “Customer Service” as a big …

Top 7 Tips On Motivating Inbound Call Center Agents

Blog post by on August 27, 2014

Increasing productivity is every manager’s job. But doing so is a challenge in inbound call centers. After all, call centers agents are under tremendous pressure.They’re expected to handle huge volumes of contacts professionally, expertly, and courteously—and still …

Top Ten CXM Questions: A Self-Examination

Blog post by on August 27, 2014

Every day I work with leaders to align the decisions they make and what they do every day to what customers value. Because of this I’m forced to ask this one question at least once a day: …

Big Data for the Bottom Line

Blog post by on August 26, 2014

When it comes to big data use in today’s always-evolving and highly energized market, it’s easy to get bogged down in looking for ways to use big data, without realizing that it’s implementation can be extremely simple. …

The Human Touch vs. Self-Checkout

Blog post by on August 26, 2014

Walmart is replacing their self-service checkout this holiday season.  Instead, they are employing people to provide a personal touch and customer service at the point of purchase. I’m happy to hear that at least one retailer recognizes …