Accept all online and offline payments on one platform. Choose your payment methods and start accepting payments on our complete payments platform.| CM.com
Connect and engage with the Instagram community, have meaningful conversations, boost customer satisfaction, and drive sales.| CM.com
We Build the Best-Rated Event and Festival Apps. Communicate and engage with your growing digital audience, turn their behavior into valuable insights and drive your revenue.| CM.com
Change the way you do marketing with our Customer Data Platform. Put customers in the center of your mobile strategy with the Mobile Marketing Cloud.| CM.com
Maximize fan engagement and ticket sales with Instagram Marketing Messages. Generate excitement, share exclusive content, and accelerate ticket sales.| CM.com
Discover the best ways to secure more ticket sales. Utilize new marketing channels, explore data-driven approaches, or leverage loyal fans.| CM.com
With our WISMO AI Agents, you can resolve incoming 'Where Is My Order' inquires automatically. No technical setup needed.| CM.com
Let AI Agents handle up to 80% of return handling—no technical setup needed. They sort requests, enforce policies, and send updates automatically.| CM.com
Let AI Agents handle up to 80% of appointment scheduling—no technical setup needed. They plan, book and cancel appointments automatically.| CM.com
Use pre-built AI solutions, designed to handle repetitive tasks, streamline workflows, and boost efficiency. No technical expertise required.| CM.com
Revolutionize customer communication with AI agents that can autonomously make decisions, take action, and learn. Read all about it >>| CM.com
Chatbots have been a valuable tool in the automation journey, helping businesses handle simple tasks and provide instant responses to customers. However, as customer expectations evolve and business operations grow more complex, chatbots are no longer enough. The future lies in virtual agents: intelligent, autonomous systems that go beyond the limitations of chatbots to deliver seamless, personalized, and efficient interactions. This isn’t about choosing between two tools; it’s about embr...| Inside CM.com
In today's competitive digital landscape, data isn't just helpful - it's essential! Tracking data and measuring the results of your marketing efforts should be a vital step in every marketing plan, because marketing success isn’t about who shouts the loudest. It’s about who listens best to their data. That’s why Meta’s Conversions API is an indispensable tool for marketers worldwide.| Inside CM.com
Are your customer communication tools keeping up with today’s fast-changing expectations? In a world where seamless, personalized interactions are the norm, choosing the right AI platform has never been more critical. What was once an operational concern for service or marketing departments has now become a core strategic issue for leadership teams. In customer experience focused industries like e-commerce and travel the question is no longer just about improving efficiency, it’s about st...| Inside CM.com
Discover how HALO's Voice AI automates phone support with natural, real-time conversations—no wait times, just instant solutions.| CM.com
Halo - Build AI agents with ease| CM.com
Build AI agents, go beyond chatbots to deliver 24/7 customer service. Automate tasks & personalize interactions with full control. Get started.| CM.com
Create intelligent AI agents for any business task: in service, marketing, and operations without coding. Get full control & seamless integration.| CM.com
In today’s fast-paced world, customers expect instant, seamless service. Whether it’s tracking an order, scheduling an appointment, or managing a return, businesses are under pressure to deliver quick and accurate responses, without driving up costs or overloading their teams. Templated AI agents, powered by agentic AI, are stepping in to meet this challenge.| Inside CM.com
Unlock ideas for your new digital AI agent colleagues.| CM.com
Turn your customer service into a personal, omnichannel, fast and effective experience. Find out how CM.com's customer service solutions can help you.| CM.com
Want to know more about pricing or get started with one of our products? Fill out the form and we'll get back to you.| CM.com
Sell tickets for your festival, tournement, venue, museum and more- we offer a Ticketing platform that drives experience, connection, and revenue.| CM.com
Run marketing strategies for your event to engage visitors, boost ticket sales, drive interaction, and foster fan loyalty—all from one platform.| CM.com
Breda, The Netherlands, 23 July 2025 – During the first half of 2025, CM.com's platform performance remained resilient, driven by successful innovations such as the Agentic AI platform HALO and the subsequent launch of Voice AI. These innovations have strengthened CM.com's position as an AI-first company. HALO achieved 30% month-over-month growth since its launch, contributing €1.2 million to ARR within just 5 months.| Inside CM.com
Take control of secondary ticketing with CM.com’s resale solution. Boost revenue, prevent fraud, and stay connected to every visitor.| CM.com
CM.com's AI Voice Agents: smart assistants handling customer inquiries 24/7 without wait times or menu options. Elevate your experience.| CM.com
Ensure effortless communication through all channels: WhatsApp, Apple Messages for Business, Viber, and more. For on-the-go access customer support.| CM.com
Marketing Messages is a new feature on Instagram Messaging, allowing brands to send notifications to opted-in users to boost conversion.| CM.com
News, Articles, How-tos & Insights about our Connectivity, Engagement & Payments Platforms. The latest updates about Chatbots, WhatsApp, SMS and more!| CM.com
CM.com introduces a new Resale Platform. With this platform, event organizers can offer their attendees the option to easily and securely resell purchased tickets through the organizer's own platform. This means that, in addition to regular ticket sales, the resale of second-hand tickets remains fully managed by the event organizer.| Inside CM.com
The partnership between CM.com and the Formula 1 Heineken Dutch Grand Prix has been extended through 2026. As an Event Partner, CM.com will continue to play a key role in enhancing the digital fan experience at Netherlands' biggest sporting event.| Inside CM.com
More and more consumers are opting for flexibility at checkout. Consequently, installment payments - also known as Buy Now, Pay Later (BNPL) - are growing rapidly in popularity. This model allows consumers to receive products or services immediately and pay later (or in installments). Convenient for large or unexpected expenses, and attractive because of immediate ownership with no immediate cost.| Inside CM.com
There’s only one thing you want as a marketer, and that's grabbing the attention of your customers with your ROI in mind. With a popular platform like WhatsApp Business, the reach and engaging nature of the channel are a great place to start. But how do you truly stretch your marketing budget to see better results? By using data to your advantage!| Inside CM.com
Fraud is, and will always be, a serious threat to the financial services industry. As digital banking, fintech platforms, and online transactions grow, so do the tactics of cybercriminals looking to exploit vulnerabilities. Do you provide financial services? Then it's important to remain vigilant - not only to protect your own data and accounts, but also those of your customers. Clear, secure, and verified communication can be a powerful tool in the fight against fraud.| Inside CM.com
Breda, Netherlands, 21 May 2025 – CM.com, a global leader in cloud software for agentic AI and conversational commerce releases Safeguard Plus, an advanced solution designed to protect enterprises from the growing threat of Artificially Inflated Traffic (AIT) in SMS communications.| Inside CM.com
Breda, The Netherlands, 15 May 2025 - Today, CM.com N.V. (AMS: CMCOM), a global leader in AI-powered Customer Engagement solutions, hosts a Capital Markets Day at its headquarters in Breda. The management board will share its growth strategy, as CM.com enters the next growth phase. CM.com is at the beginning of a new era, where it will become an AI-First company. Improved medium term financial targets will be presented, as CM.com has met all financial goals as presented in the 2022 deep dive.| Inside CM.com
Debt collection can be a tough industry. Outstanding, late, or unpaid debts are tricky to manage and solve, and strict (security) regulations make the work complicated. On top of that, the industry has a reputation problem - many consumers see debt collectors as aggressive or unapproachable. But how does one make debt collection more efficient, more transparent, and more consumer-friendly?| Inside CM.com
Voice communication remains one of the most powerful ways to engage customers, build relationships, and drive conversions. In a world where customer expectations are higher than ever, businesses need a reliable, scalable, and intelligent Voice solution to stay ahead.| Inside CM.com
Breda, The Netherlands, 17 April 2025 – At the beginning of 2025, CM.com reached some significant milestones, as it introduced its Agentic AI platform HALO, successfully refinanced the outstanding convertible bonds, and executed on a related share placement. These milestones have strengthened the foundation that CM.com builds upon. For HALO, so far close to 100 deals have been secured with both new and existing clients.| Inside CM.com
You start with one agent, and before you know it, you will have an entire agentic workforce! Plan ahead and future-proof your AI endeavors with seamless integrations and monitored control.| Inside CM.com
It still seems to be in the future, but Wero will soon replace local European payment methods. In several countries, Wero has already been introduced, such as in Germany, France and Belgium. The Netherlands will follow soon. What is Wero and what can you as a consumer or merchant expect from this new payment method?| Inside CM.com
AI innovations in customer service are emerging more rapidly than ever before, especially with the latest addition of Agentic AI and it’s AI Agents. We spoke with Roel Jansen, our Head of Commerce of our Engagement Platform, on how these AI advancements are transforming customer interactions and enhancing the experience. With Roel's expertise and vision, discover the future of customer service and what it means for businesses today. Whether you're an AI enthusiast or just curious about the ...| Inside CM.com
A contemplation on CM.com in the era of AI Agents.| Inside CM.com
Notre-Dame Cathedral has partnered with CM.com to implement a free digital time-slot reservation system, effective since its reopening. After 5 years of restoration following the April 15, 2019 fire, Notre-Dame has reopened its doors to welcome the millions of worshippers and visitors expected.| Inside CM.com
AI agents are your virtual helpers. Digital employees designed to perform specific tasks within an Agentic AI framework. What type of tasks? Pretty much anything you can think of: Analyzing data, writing emails, automating cancel or renewal processes, creating tickets, and so on and on and on. But how do you create these AI agents? Let us show you how.| Inside CM.com
More and more retailers and e-commerce companies are getting started with hyperpersonalization, and they have good reasons for it. After all, hyperpersonalization allows for true one-on-one interactions with customers, regardless of the size of your customer base. Want to know how your company can differentiate itself even more for the consumer? With the possibilities of artificial intelligence (AI), getting started is easier than you think.| Inside CM.com
With the acquisition of GUTS Tickets, CM.com offers its customers access to a smart ticketing system that uses blockchain technology and dynamic QR codes.| Inside CM.com
Your contact page is the ultimate business card for your customer service and provides a direct connection to your customer service team. It's a crucial part of the customer experience where you have the chance to significantly enhance the experience right away! To make this happen, the page needs to be well-designed. In this blog, you'll discover 8 steps you can take to make your contact page irresistible!| Inside CM.com
Looking for a smart and capable employee that never sleeps? A little helper that can take over all your menial and repetitive tasks to make your life a little easier? One that will continuously learn and improve itself to keep assisting you the best it can? This may sound like a dream (and an unrealistic one at that), but it's much closer to reality than you might realize! Discover Agentic AI!| Inside CM.com
Breda, February 6, 2025 - CM.com introduces HALO, an advanced Agentic AI Platform that fundamentally transforms tasks and business processes. With a team of over 100 professionals, CM.com has spent more than a year developing HALO, which is regarded as one of Europe's most innovative AI platforms.| Inside CM.com
CM.com, a leading global provider of live event and customer engagement solutions, is announcing its collaboration with Necto Future Group in supporting the upcoming UK show of US hip-hop legend 50 Cent.| Inside CM.com
In today's digital world, ensuring secure and convenient online interactions is more important than ever. Every business has unique needs when it comes to protecting their digital space and their customer interactions - and different needs require different solutions. That's why CM.com introduces "Build Your Own Verification" - flexible and customizable verification that can be tailored to your specific needs.| Inside CM.com
In the same way that growing your event feels inevitable when you’re deep in promo mode and ticket sales are rolling in, the opposite is true when there’s nothing specific to promote. The off-season can feel like a barren time for promoters, lacking the natural marketing boost that an upcoming event provides. But it doesn’t have to be that way. Below, we’ll share insights and strategies to help you maintain momentum even when there are no events on sale. If you’re ready to implement...| Inside CM.com
With the recent integration of Rich Communication Services (RCS) into Apple's iOS 18.1, all major manufacturers now support this technology. This leads to a big increase in the use of RCS messages. “RCS offers more features and is more secure, making it an attractive channel for customer communication,” said Jeroen van Glabbeek, CEO of CM.com. “I expect RCS to become a primary choice for customer contact.”| Inside CM.com
The holiday season is right around the corner, and it comes with a golden opportunity to connect with your customers in meaningful and personalized ways. Messaging channels like WhatsApp, RCS, and SMS can help you create an unforgettable customer experience this Christmas. Stand out by sending curated offers, support, smart deals and festive cheer directly to the phones of your customers. In this blog, we’ll explore how leveraging these channels can not only enhance customer satisfaction bu...| Inside CM.com
Verifying online users and accounts has become indispensable in today's business landscape. You want to know who has access to your (online) services and data, but even if you couldn't care less, rules and regulations will definitely care! Whether it's to protect yourself and your customers from harm, or making sure you abide by the local law - making sure you know who the person on the other end of the internet is, is paramount.| Inside CM.com
Black Friday is a huge shopping event, drawing crowds of eager shoppers hunting for deals. But after the frenzy fades, the real challenge begins: turning one-time shoppers into loyal, repeat customers. Customer retention is vital for long-term success and post-Black Friday is the perfect time to build lasting relationships. So, how can your business retain customers post-Black Friday? In this blog, we’ll explore how to make it happen.| Inside CM.com
Over the past five years, we’ve made it our mission to stay ahead by adapting quickly to change and seizing new opportunities. Despite the challenges—like the global pandemic—we kept growing by staying flexible and making smart decisions. In this final blog celebrating 25 years of CM.com, we look back at a time when we showed, again and again, how we could offer innovative solutions and strengthen our organization.| Inside CM.com
WhatsApp Pricing is based on conversation categories with corresponding fees. Read all about the pricing model in this blog. Meta has announced some upcoming pricing changes for 2024 and 2025. Find out what those changes mean for you!| Inside CM.com
Surely, we’ve all heard the terms multichannel and omnichannel before. And sometimes even cross-channel or single channel. It seems like these terms are often used interchangeably, making it hard to understand what’s what. It is, however, very important to know the difference between these terms when talking about customer communication – because it can truly make or break the customer experience.| Inside CM.com
The last weekend of November is the perfect time as an (online) retailer to take advantage of your customers' appetite for buying. For years this weekend has been dominated by Black Friday, closely followed by Cyber Monday. This is the perfect time to give them a fast, safe and seamless payment experience, both online and in physical stores. Is your (online) store ready for Black Friday yet?| Inside CM.com
Black Friday 2024 is just around the corner, bringing with it a great opportunity for retailers to maximize their sales. However, standing out in such a competitive event isn’t easy. Consumers expect attractive offers, fast deliveries, and top-notch customer support. In this article, we’ll show you how to simplify the purchasing process during Black Friday, optimizing everything from promotions to logistics and 24/7 customer service. Discover the best strategies to ensure a seamless exper...| Inside CM.com
With the VAT increase from 9% to 21%, museums are facing a significant challenge just as they begin to recover from the COVID-19 crisis. Rising ticket prices may make it harder for people to visit. Fortunately, technology provides opportunities for generating additional revenue, such as through donations. Discover how museums are strategically adapting to these changes.| Inside CM.com
We started by offering just SMS services, but today we offer an integrated platform where communication, commerce, and customer engagement come together to drive meaningful business interactions. Over the past 25 years, CM.com has been assembling this platform piece by piece, with each innovation, product, and acquisition adding to the bigger picture. Let’s explore how these puzzle pieces have come together to build the CM.com of today.| Inside CM.com
Securing online accounts, data and users is a must in business today. At least, if you don't want to end up as the next security breach headliner in the papers. But simply implementing a bunch of security measures isn't always enough. Loose apps and services become vulnerable for fraud, and are often cost-inefficient. That's why we now offer a one-stop-shop to safely secure your business: the Verification API.| Inside CM.com
In an age of mass marketing, as well as constant TV, internet and email advertising, it’s safe to say that peak sales periods like Black Friday and the Holiday Season can be something of an overwhelming experience for consumers around the world. Feeling overwhelmed by irrelevant information from companies that doesn't match their personal needs and desires, it's no surprise people might want to switch off their phones, radios, and televisions, tuning out all forms of marketing until the sal...| Inside CM.com
Customer communication via text messaging has become an integral part of the modern business landscape. In recent years however, criminals have figured out that they can abuse SMS communication to scam both your business and your customers out of data and money. But not to worry, there's a new, convenient, and fast verification method that can help secure your online accounts: Number Verify!| Inside CM.com
By 2010, CM.com knew it was time to expand beyond our roots. What began in nightclubs had grown into a broader client base across various industries. It was time to push boundaries—both literally and figuratively. Here’s the story of our international journey, filled with challenges, triumphs, and lessons.| Inside CM.com
CM.com's event app, Appmiral, has introduced a new SOS alert feature for quick emergency assistance. Festival-goers can now easily contact security or first aid personnel through the app. By directly connecting with responders and sharing their live location, help can be provided swiftly and effectively.| Inside CM.com
What started as ClubMessage — focused on SMS marketing for nightclubs — quickly evolved into a technology powerhouse capable of handling millions of messages. Within just five years, the company had not only built a vast reach among young people but also developed its own technology to manage high volumes of SMS traffic. This rapid growth saw CM.com become the Netherlands' largest SMS buyer, with its technology branching out into new sectors like television and banking. Let’s take a clo...| Inside CM.com
CM.com, a global leader in cloud software and a provider of communication, ticketing, and payment platforms, has developed an innovative solution that allows consumers to make card payments without an internet connection. This breakthrough in the world of cashless payments offers numerous benefits for consumers, businesses, and event organizers.| Inside CM.com
RCS Business Messaging and WhatsApp Business Messaging are both notable channels for businesses that strive for a personal and conversational approach to customer communication. But what features do both channels have? What sets them apart? And more importantly - which channel is most suitable for your business? Let's find out!| Inside CM.com
Once your customer service team has more than three employees, it is difficult to explain to the rest of the organization what the customer service conversations are about. Adding tags to service conversations is a good method to tackle that problem.| Inside CM.com
Picture this: you're leaving a bustling club, but all around you, people are tossing aside paper flyers meant to draw them back for the next big night. Jeroen and Gilbert watched countless flyers hit the floor, when they thought, "There’s got to be a better way!". Gilbert sent a simple text to Jeroen: "Will you join me at Highstreet?" That message changed everything.| Inside CM.com
Diving deeper into CM.com's CPaaS approach in empowering business users to unlock Communication Excellence - a guest article by Quadrant Knowledge Solutions, a global advisory and consulting firm focused on helping clients in achieving business transformation goals with Strategic Business and Growth advisory services.| Inside CM.com
The Meta Verified Badge is the official identifier for Meta verified business accounts. It helps users to distinguish between authentic businesses and fake accounts. Many users place high value on the green tick, and brands sporting this badge will see a positive impact on their business. But how can your business get verified by Meta? Read all about it below.| Inside CM.com
Cybercrime and spam messaging is on the rise. Criminals attempt to impersonate trusted businesses in the hopes of scamming loyal customers out of their personal details, login credentials, and even banking information. This damages the trust between customers and businesses. How can you tell which messages are legit, and which ones aren't? RCS Business offers verified sender profiles, helping customers identify official business accounts so they can engage with business communication with con...| Inside CM.com
Hedon and CM.com will collaborate intensively over the next four years to elevate the overall visitor experience and internal processes to an even higher level. Hedon will receive all the tools to integrate ticket sales, marketing, and visitor support, allowing it to take a leading role in the world of music venues.| Inside CM.com
RCS is a rising star among the messaging channels. It combines the reliability of the SMS network with the added benefits of rich media and other modern messaging features. Its only hiccup was reach - iOS didn't support RCS. Until now.| Inside CM.com
Using SMS customer service templates not only saves time but lets your support team create personalized, on-brand communications with just a few clicks. Today we’ll share business text message templates you can use to give your customers the information they need — fast.| Inside CM.com
As a member of the customer service team, you stand on the front lines of customer interaction every day. In a world where customers demand quick and personalized service, long wait times, impersonal responses, or worse, incorrect answers, can quickly drive a customer away. Your goal, however, is to connect customers with your organization and deliver the best answers and service possible. It’s incredibly satisfying to see a customer leave a conversation happier and eager to purchase your p...| Inside CM.com
In the current digital era, technological and online advances are rapidly growing, creating new ways for businesses to engage their customers. Unfortunately, where there is growth, there will be criminals trying to steal some of the profits. Protecting business data, customer information, and online accounts is a priority for every modern business. SMS security can help protect your business and your customers from online fraud and cyber crime.| Inside CM.com
We all want to get our brand messages out there. We want to engage with our customers, raise brand awareness, and connect with our target audience. WhatsApp Business Platform helps you safeguard the way you communicate with (potential) customers, making sure that you provide them with a meaningful and relevant customer experience to help grow your business.| Inside CM.com
Organizations face a significant challenge in effectively managing overdue payments and cash flow in a positive light with customers. To collect payments while keeping relationships intact and increasing engagement, SMS has emerged as a powerful, efficient and convenient tool for both businesses and customers. In this blog, we’ll explore how to effectively use SMS for late payments, highlighting its benefits and best practices.| Inside CM.com
WhatsApp is one of the dominating apps in the messaging landscape, securing its position as the top messaging channel. According to Statista, WhatsApp stood out as the messaging app with the most active monthly users in 2022.| Inside CM.com
Breda – In a period of fast pacing innovations, YourSurprise is rewarded by a top three spot of the Shopping Award for their Generative AI case powered by the Engagement Platform of CM.com. This recognition highlights the amazing commitment of YourSurprise to embrace the latest innovative developments and setting new benchmarks in customer service for the future.| Inside CM.com
Add SMS to your contact center and help your agents to connect with your customers on the most reliable channel. Tackle more conversations at a time without losing that important personal touch, and gain valuable insights with streamlined SMS feedback surveys to enhance customer satisfaction rates.| Inside CM.com
Appointment no-shows, delivery delays, abandoned online shopping carts, late payments - all of the above can be quite the headache for many businesses. SMS notifications offer a solution.| Inside CM.com
Thanks to marketing automation tools and Customer Data Platforms (CDPs), personalized marketing has accelerated rapidly in recent years. Marketers gain deeper insights into consumer behavior and can offer content that is both automated and personalized. However, meeting the expectations of demanding consumers can still be challenging, even with a CDP. An AI Decisioning Engine can be a game-changer in this regard. Today's consumers are demanding; they expect companies to know who they are, wha...| Inside CM.com
As a travel agency, you always strive for optimal occupancy. Especially when you purchase your inventory in advance or work on a commission basis, each sold ticket and occupied accommodation significantly impact your profit. In the ideal situation, you would price your offerings at the best possible rate, approach all your customers with a personalized offer, and you won’t offer holidays that are already sold out. Only then you ensure an excellent customer experience and achieve maximum pro...| Inside CM.com
There are many different ways to send text messages, and the various names and acronyms may start to feel daunting. In this blog, we'll tell you everything about SMS and MMS.| Inside CM.com
Want to grow your business? Then customer contact is key. Now that everybody and everything is connected to each other via those powerful little computers in our hands, the way you communicate with customers is becoming increasingly important for your succes. Read all about how you can use SMS to elevate your customer contact, drive sales and create that loyal customer base.| Inside CM.com
SMS is one of the oldest text messaging services, and the rise of instant messaging apps definitely made a dent in SMS traffic. Contrary to the newer apps with their rich features, SMS is quite basic in its features- plain text messages, not fluff, and a character limit of 160. Regardless, SMS is still one of the most impactful communication channels today. Read all about SMS statistics and its continued value to modern business communication.| Inside CM.com
Are you already talking to your customers on WhatsApp? You really should! WhatsApp Business Platform, the business communication platform of one of the most popular messaging channels in the world today, has a wide selection of powerful engagement tools to enhance customer communication and boost sales. And they've added another innovative feature under their belt: WhatsApp Carousel.| Inside CM.com
WhatsApp and Facebook Messenger are both established messaging channels for customer engagement. But what are the differences? Which advantages does each channel have for what business use case? Let's dive into the details| Inside CM.com
Successful marketing means creating personal and conversational experiences for your customers. And what better place to meaningfully connect to your customers than on their favorite social media platforms and channels such as Facebook, Instagram and WhatsApp? With ads that click to WhatsApp, aka click-to-chat WhatsApp ads, you can offer your customers the direct and personal engagement that they crave. Read all about it!| Inside CM.com
WhatsApp Business Platform is adding another new and exciting feature to its repertoire: WhatsApp Flows. But what is it and what can you do with it? Let's take a look!| Inside CM.com
In 2024, the Olympic and Paralympic Games will take place in Paris. During these spectacular events, NOC*NSF, with the TeamNL Houses, will establish a meeting place for orange fans to come together and enjoy matches and celebrations. CM.com and NOC*NSF have entered into a multi-year deal to fully support this initiative, with CM.com assisting in creating the ultimate fan experience before, during, and after the event through ticketing, an event app, and mobile communication.| Inside CM.com
As we approach 2024, the ever-evolving landscape of technology continues to shape how customers connect, consume and communicate with businesses. Forrester even predicts customer experience (CX) will improve for the first time in three years, meaning 2024 will be a pivotal year for engagement with every touchpoint becoming a make-or-break opportunity in the customer journey.| Inside CM.com