Two-thirds of CMOs are now responsible for customer experience -- keeping consumers happy, satisfied and connected with the brands, not just driving them to products and services, according to a ...

Customer relationship management consultants provide independent advice on solutions for managing customer service and customer relationships. Their aim is to help clients improve customer ...

While 80% of marketers believe that they have a peripheral role in the customer relationship, 85% feel that sales and support teams are currently responsible for the customer experience. This is just ...

Currently accepted wisdom in the corporate world is that in order to motivate frontline employees who serve customers, corporations need to increase their salary, make them feel more positive about ...

In my interactions with CMOs at some of the largest companies in the U.S. and Europe, I hear a familiar refrain. It goes something like this: "My company is customer-centric, but marketing doesn't ...

The truly sad thing about a webinar on Wednesday featuring Forrester Research security and risk analyst Heidi Shey — apart from it being called a "webinar", ugh! — was its depressing familiarity.

The capacity for a firm to innovate often depends on how customer oriented it is. As I show in a research paper published back in 1997 this dynamic leads to better products and easier marketing, ...

This is the seventh blog out of eight in our series on the Contingent Reimbursement Model code (“CReM”) that purports to offer customers strong protection against certain types of Authorised Push ...