Customer experience leaders rarely have authority over everything that touches a customer — and that hinders their ability to operate. "There is nothing more difficult to take in hand, more perilous ...

Customer experience has undergone a dramatic transformation over the past four years. Beginning as a new software category promising to help companies delight, convert and retain customers to where it ...

In today's dynamic business landscape, achieving organizational success hinges on the seamless alignment of internal processes, strategies, data and resources with the ultimate goal of delivering ...

This year’s SiriusDecisions Summit in Austin put a bright spotlight on the importance of cross-organizational alignment to drive a customer-obsessed revenue engine. According to analysts, the ...

Nutshell reports effective CRM and email marketing alignment enhances customer relationships through strategic planning in ...

I have been talking to CIOs for a long time about the importance of business intimacy and alignment. Today, the discussion is about a lot more than measuring internal stakeholder satisfaction. In fact ...

Senior executives continue to make significant investments in customer relationship management (CRM) systems, as they face their most pressing management challenge – improving customer loyalty and ...

B2B customers don't want to be surprised. They want clarity. They want expectations met. And they want results they can count on. Consider when a B2B marketer reaches out to customers in the middle of ...

If you read an article that claimed a majority of business leaders believed that their sales and marketing teams are aligned, how would you react? Would you laugh at the outrageous optimism? Would you ...