Once a month I hear someone use the "50% of CRM implementations fail" quote. It is amazing that a statement made about technology implementation, in general, has become so synonymous with CRM technology implementation failure specifically. The most current report I found on CRM implementation failure goes back to July 2013, attesting a 63% implementation rate. [...]
After all these years, I continue to see people write articles about the death of CRM. Lately, I have seen articles emerge about the death of Customer Experience as well. Incidentally, the deaths of Adam Sandler, Sylvester Stallone, and former MMA fighter Ronda Rousey have also been recently reported. All these are hoaxes. In the case [...]
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Welcome to Customer Experience @RUTGERS Become inspired at the Customer Experience Certificate Program at Rutgers. Learn to understand customer's experiences, develop deep insights, and integrate innovative methodology throughout your organization. Immerse yourself in a program designed by professionals, for professionals. Classes are fast-paced, interactive and provide practical skills and tools you can take back to your [...]
Keynote: Speaking Frankly About Customer Relationships with JC Quintana Here is the honest truth about your customer RELATIONSHIP efforts... They are not customer relationship efforts at all. Customer relationships follow patterns of behavior that your company can predict and manage, but first you have to learn how relationships actually develop, grow, or deteriorate. When you design solutions [...]
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Become inspired at the Customer Experience Certificate Program at Rutgers. Learn how to understand customer experiences, develop deep insights, and integrate innovative methodology throughout your organization. Immerse yourself in a program designed by professionals, for professionals. Classes are fast-paced, interactive and provide practical skills and tools you can take back to your workplace and apply immediately. - See more at: http://cx.rutgers.edu/#sthash.YCJF0Qxl.dpuf
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Call Center IQ's complimentary Next-Generation Customer Engagement Online Summit empowers you to thrive in this reality. Yes, it looks at channel - as any CX event should - but it also addresses bigger picture changes in customer engagement. Through a series of keynotes, end user case studies, expert roundtables and technological demos, it will help you more efficiently and effectively connect with customers, boosting satisfaction, loyalty, market share, revenue and profit in the process.
There is a trend coming and I hope you are already planning for it. Like many trends, this trend will emerge from necessity and from the need to address fundamental aspects of human behavior in business life. It is the "experience" trend, and it will give way to an all-inclusive approach to managing business relationships. Surely [...]