Today, there is a fast-growing movement among organizations interested in improving their customer-centricity through a better understanding of customer interactions, or touchpoints. Called “Customer Touchpoint Management” (CTM), the goal of this new movement is to improve customer experiences, and as a result, improve customer relationships. By improving customer relationships, organizations improve market share, sales, and […]

Consumers have been conditioned to seek out mobile apps for all aspects of their lives, including interactions with the companies they do business with. Consider this: there were over 50 million new iOS and Android devices activated worldwide during the last week of 2012, which is up from 20 million for the same period a […]