Customer Relationship Management

Enterprise Resource Planning (ERP)
How Hammitt’s Early Cloud Bet Unleashed Luxury Growth
CGT caught up with Hammitt Founder and CEO Tony Drockton to discuss how the brand’s early adoption of cloud technology has helped turbocharge its growth over the last decade.
Customer Relationship Management
Massimo Zannetti Unlocks the Power of Transparency and Analytics With CRM Upgrade
Massimo Zanetti, the private label coffee provider, had tapped a CRM system in the past, but it was a “huge failure.” Learn why the latest initiative is already having measurable results.
Customer Experience
CPGs Say Retailers Swinging Back To Old OTIF Expectations
Retailers are returning to their pre-pandemic service expectations, according to new research from McKinsey & Co, presenting challenges for consumer goods companies navigating the inflationary environment.
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Customer Experience
Guide to Customer Service in the Digital Era
The goal of Customer Experience (CX) is to engage, co-create value, and connect with customers as they shop and buy. These days, customers expect you to offer a personalized version of what they need, based on where and when they need it. To learn how, download this guide.
Tech Transformation Podcasts
Tech Transformation Podcast: Newell Brands’ Sigrist and AWS’ Honaman On Data-Driven Customer Service
We dig into some of the biggest consumer behavior changes that are impacting customer service operations today, and learn about some of the technologies that are most important to brands and retailers to meet these new needs.
Tech Transformation Videos
Tech Transformation Video: Data-Driven Customer Service With Newell Brands and AWS
Learn learn how consumer behavior changes are impacting customer service operations today, and how brands are working with their retail partners to navigate them.
E-commerce
Barefoot Footwear Brand Xero Shoes Sprints Toward DTC With E-commerce Launch
CEO and co-founder of Xero Shoes Steven Sashen tells CGT he recognized that if the brand didn’t sell directly online to consumers, they would have no relationship with them. Learn about the brand's dive into e-commerce.
Webinars
AWS Webinar Series
Check out the latest conversations with Kellogg's, Nestle Purina, Heineken and more.
Customer Experience
Early and Often: How Loverboy Is Customizing CX
Calling yourself a premium brand leaves zero wiggle room for sub-par customer experiences — and such is life for Loverboy, the growing better-for-you alcohol brand that prides itself on both its inputs and its ability to foster deep consumer connections.
Customer Relationship Management
Why BrewDog Is Leaning Into Field-Friendly CRM
As today’s consumer behaviors wind and shift, being successful hinges upon having technology that supports both their fluctuating needs and those of the sales team.
Case Studies
Your Call is (Actually) Important to Us: How Traeger’s CX Team Became its Most Data-Driven
Whether its languishing for hours before speaking with an agent or navigating a confusing labyrinth of options, one need not be in the industry to understand the detriment of a poor customer service experience.
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Loyalty Marketing
Is your loyalty program working against you?
A poor loyalty initiative can actually work against your brand, creating a transactional mindset among customers. Here are some ways to avoid this trap, and drive loyalty as an outcome.