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Adobe Releases Retail Innovations for the Experience Cloud
The new capabilities use machine learning and AI to drive personalization.
Salesforce.com Announces New Retail Tools
The new features aim to empower retailers to deliver more connected and personalized shopping experiences.
eGain Integrates with Facebook Messenger for Customer Support Chat
Consumers can initiate support chats with businesses that use eGain for customer service through the companies' Facebook pages via Facebook Messenger. (Featured on SmartCustomerService.com.)
Brainshark Announces Enhancements to Its Coaching Platform
The enhancements aim to provide a more intuitive user experience as well as give managers and peers more flexibility in delivering feedback and assessments.
Sprinklr Announces New Advertising Cloud Solutions
The new solutions aim to solve brands' biggest social advertising challenges.
Nuance’s Cognitive Arbitrator Connects AI Platforms for More Streamlined Self-Service
Nuance Communications has debuted an AI-powered cognitive arbitrator, which will connect and integrate virtual assistants with third-party service providers through an interface that works across the automotive, smart-home, and Internet of Things (IoT) spaces. (Featured on SmartCustomerService.com.)

Viewpoints (Web Exclusives)
Here's how technology's continuing evolution (mobile, AI, the IoT) will impact CRM systems in the coming year and beyond.
Keeping happy, loyal customers around is lot less expensive than trying to acquire new ones. Here's how online retailers can keeps theirs around for the long haul.
Your frequent guests will always join. But to really see your loyalty program pay dividends, make it irresistible to the guests who visit the least.
More Viewpoints...
CRM Magazine, January/February 2018
The Contact Center in 2018: Helping Customers Help Themselves
This year, customers are demanding that service organizations build out self-service, automate where possible, and empower agents.
Tapping Into Social's Sphere of Influence
Digital influencers are the new stars of the internet, and the endurance of social media suggests they'll continue to be valuable. Here's what marketers need to know.
Include Sales in Customer Intelligence
Marketing and service teams know where customers came from, but do your salespeople?
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