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To be successful, companies and their marketing leaders need to leverage insights into customer and consumer preferences and behaviors to make strategic decisions that can give them a competitive edge. [...]

By 2025, 60 percent of organizations with voice-of-the-customer (VoC) programs will supplement traditional surveys by analyzing voice and text interactions with customers, research firm Gartner predicts. Business and CX leaders [...]

WHEN YOU start to explore the concept of revenue optimization, a logical starting point can be to look at the end of the sales funnel and explore ways to increase [...]

LOOKING at the data from CSO Insights' most recent Sales Enablement Optimization study, we found that CRM implementation has become commonplace; nearly every company of a meaningful size is making [...]

Sales and marketing representatives often overstate their companies' strong points, and while it's an accepted--if not officially sanctioned--practice at most businesses, it's among the top customer complaints cited in a [...]

THE CRM MARKET continues to prove its worth with some impressive growth. According to one analyst firm's CEO survey, CRM is the most important area of investment to improve business [...]

Listening to your customers is crucial to developing strong relationships and keeping your company on track to deliver on your brand promise. This emphasis on understanding customers better is clearly [...]

AS PART OF CSO Insights' annual Sales Performance Optimization (SPO) study, we ask firms if they have implemented a core CRM application. Over the 18 years that we have been [...]

PERSONAL SERVICE--once considered 'common courtesy'--has become an anomaly. But customer relationships are developed one experience at a time, and a single interaction can make or break a relationship. In an […]

LAST YEAR was perhaps the most challenging one many companies have ever experienced. In light of that, how is 2009 shaping up? The preliminary results of CSO Insights' 15th annual […]

HAVING JUST completed our 2008 Sales Performance Optimization survey of over 1,500 companies worldwide, the similarities between poker and CRM come to mind. The percentage of companies 'buying in' and […]

THIS YEAR'S Sales Performance Optimization study by CSO Insights surveyed more than 1,000 firms worldwide to assess how they are improving the ability of their salespeople to sell. We found […]

* What problems were you facing? These surveys are helping us guide the strategic changes in our company. We're a 165-year-old newspaper company evolving into a multimedia organization in the […]

WHICH DEPARTMENT WITHIN YOUR ORGANIZATION IS IN CHARGE OF OWNING THE CUSTOMER EXPERIENCE? CUSTOMER SERVICE 46% MARKETING 20% SALES 20% IT 6% OTHER 9% Note: Table made from pie chart. […]

Serve your customers what they want, how they want it, and you may curtail the chances of frustrating them by mismanaging their customer experiences. According to the first document in […]