Monthly Archives: September 2015

Poll Timing Dilemma

an unintended consequence of the premature poll is the very low customer engagement rate that motivated the company to initiate the premature poll in the first place. Continue reading

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How Singularity Kills Customer Experience Management

The pitch may have changed, but the singular focus on cost reduction did not. And that will turn CEM into another fad like it did turn CRM into more efficient, i.e. inexpensive way to provide sales management reporting and low cost customer support infrastructure Continue reading

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