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CRM ARCHIVE

The Importance of the Empowered Employee to the Future of Retail  Jul 16, 2015 11:42 AM By David Trice

So what can retailers do in order to empower their employees to not only handle this highly evolved customer, but embrace them, build trust and nurture a long-term relationship? See the best practices to implement the best retail environment.

Rue La La Reactivates Dormant Customers  Jun 15, 2015 3:23 PM By Daniela Forte

Private sale boutique apparel brand Rue La La embarked on a customer-segmentation project with the goal of reactivating dormant customers. See what they did and how it helped the brand.

Online Retailers Lose Sales Through Irrelevant Promotions  Nov 16, 2014 7:31 AM By MCM Staff

As retailers prepare for the crucial holiday shopping season, many could be driving customers away by promoting irrelevant products, failing to build customer relationships through intelligent follow-up, and ignoring consumer preferences on end-to-end order tracking. Here’s a look at why 74% on online retailers fail to build customer relationships that drive repeat purchases.

The Three Stages of Social Customer Service  Jun 30, 2014 10:38 AM By Mike O'Brien

A recent study by Forrester Consulting commissioned by Conversocial, identified three stages of social customer service maturity.

St. Louis Tag Launches New Website  Mar 24, 2014 12:24 PM By MCM Staff

With an updated design and CMS, St. Louis Tag’s new website positions the company as a leader in the hang tag printing industry.

5 Ways Online Retailers Can Empower Frontline Customer Service Reps  Feb 24, 2014 11:37 AM By Chris Vodola

Every customer touchpoint gives you, the retailer, the opportunity to deliver a “wow” experience — one that keeps the customer coming back and telling their friends about the experience. Get back to basics with these five tactics for empowering your customer service employees while simultaneously ensuring your customers feel taken care of when they reach out for help.

Clearing Up the Confusion Between Omnichannel and Multichannel  Dec 04, 2013 11:25 AM By Eric Feinberg and JJ Cramer

The terms omnichannel and multichannel are more often than not used all too frequently and often interchangeably in the ecommerce world. However, have two completely different meanings. Here is a breakdown of what they mean and how you can use both, separately, to execute them flawlessly in order to create the best ecommerce brand.

Can Social Login Really Make a Difference?  Jul 02, 2013 3:17 PM By Erin Lynch

Logging on a retail site should be fast, easy, and stress-free but it can be more of a juggling act for consumers who can’t remember their passwords and ultimately leaving a site. In fact, according to a recent survey, of those users who do not remember their information, 70% will leave. But retailers and shoppers found a new and faster way to stay engaged: the social login.

Bring Your Contact Center From Smart to Genius  Jun 11, 2013 12:21 PM By Daniela Forte

Going from smart to genius with your contact center is very simple. An intelligent contact center will use customer data to make their brands psychic, according to an article by Teletech. Bringing your contact center from smart to genius cultivates relationships between agents and customers and generates loyalty.

SAP to Acquire hybris  Jun 06, 2013 12:59 PM By Erin Lynch

In what SAP is calling an effort to deliver the next-generation ecommerce platform, the software firm has announced plans to acquire the Swiss-based omnichannel technology company hybris.






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