article thumbnail

Using Software and Savvy to Create Relationship Intelligence

Amity

Today, B2B and B2C companies know how often users log into their apps, which buttons they click, and what they’re doing once they’ve clicked them. Remember how Netflix lost over 800,000 subscribers in a few months when they suddenly raised prices back in 2011? Companies lack relationship intelligence.

CRM 67
article thumbnail

Contact Center Technologies 2017: find out what 23 experts say

RichCall

In 2011 Gartner predicted that. With IoT, presenting a single view of the data becomes easier whether you are a B2B or B2C company. Customer Journey Maps. Ian Golding suggests that companies need not only to create customer journey maps, but to manage customer journeys. Teresa Cottam. Self-service.