Customer Experience News & Trends

Customer Relationship Management

Customer relationship management (CRM) is a model for managing all of your interactions with customers. When implemented properly, CRM tools and practices will improve the customer experience and bolster the bottom line.

The key ingredients in every customer’s buying decision

No matter how complex your products or services, customers look for four things before making a buying decision. 

Blunders & triumphs: 2017’s top 10 stories on what to say (and not say) to customers

Most great companies resolve to create better customer experiences each year. So this should help with your 2018 plans: Our top-rated lists on what to say and do – and what to avoid.

What to do when the answer to a customer request should be ‘no’

Customers’ perceptions of what should happen can’t always be reality. Here’s how to handle five sticky situations when you can’t do what they want. 

4 inexpensive – yet priceless – holiday gifts for your customers

You probably want to thank, and maybe even reward, customers this holiday season. Here are four inexpensive ideas that will feel priceless to customers.

3 proven ways to connect with younger customers

If you struggle to connect with younger, tech-savvy customers, here’s help.

9 things you should never say to angry customers

The right words can sooth an angry customer and settle a tense situation. The wrong words (these words) will fuel the fire and damage customer relationships. 

Is your sales team guilty of these customer relationship killers?

Once customers begin to use a product or service, they’re going to be anxious to see positive results. They may also have challenges and problems, and if they have nowhere to turn to get answers, because their salesperson is busy closing other deals, it leaves a bad impression. 

6 rules for firing a customer

Most customers keep your business going. But a few are enemies to progress — and you’ll probably be better off without them. Here’s how to tactfully fire the worst customers.

5 ways to revitalize the buyer/seller relationship

Salespeople face suspicion and rejection daily. Prospects often ask them to answer a ton of questions, reveal proprietary information, and spend hours on projects that may never occur or may be awarded to another supplier. 

Customers behaving badly: How to handle 4 tough situations

As hard as you work to make experiences great, some customers work harder to make them awful. Here are four real-life situations when customers behaved badly – plus effective tactics to handle them.