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It's all about customer satisfaction

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The future of e-commerce and CRM

While meshing e-commerce and CRM platforms has been an emerging implementation idea for several years, 2018 will be the year in which businesses make some of those implementation leaps and reap the benefits, according to insiders watching the technology.

In this e-guide, learn about some trends vendors and analysts are predicting for the future of e-commerce and CRM.

Explore key considerations when planning your CRM spend, including:

  • Mobile becomes the front door
  • The arrival of the subscription economy
  • Use behavior analytics to understand e-commerce and CRM
  • And more

These are also closely related to: "It's all about customer satisfaction"

  • CRM Evolves Towards Digital Customer Engagement

    CRM has been a mainstay of enterprise software since the heyday of Siebel in the 1990s, starting with salesforce automation.

    More recently, customer relationship management has evolved towards engaging with customers through every channel, with digital to the fore. And, as with every other area of business IT, artificial intelligence/machine learning is coming into play. SAP Hybris and Salesforce’s Einstein are, for example, among the technologies available to CIOs looking to develop modern customer engagement capabilities.

    Cognitive computing, closely associated with IBM, is emerging as a means of getting closer to customers. Luxury fashion e-commerce retailer Net-a-Porter is one outfit that is exploring such artificial intelligence in retail, and we feature here an interview with the CIO of the Yoox Net-a-Porter group.

    CRM has also broadened scope beyond commercial companies managing relationships with their paying customers to, for example, healthcare and higher education, as the lead article in this e-guide displays.

    Sports fans are another group of “customers” who, beyond ticket sales, would scarcely have been considered such a few decades ago.

    CRM is evolving, both technically, and as a business discipline.

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  • Digital Experience Management: the next stage for customer experience efforts

    The interactions that customers have with companies and employers are increasingly digital in nature.The Covid-19 public health crisis has sped up this trend. Digital Experience Management can be seen as another turn of the CRM screw, but in a context where digital channels are dominant. Discover the next stage for customer experience efforts.

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  • Improve customer experience with good customer data

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  • Digital Experience platforms intensify customer engagement programmes

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  • CRM enters maturity as customer experience custodian

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