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Forrester Customer Experience Forum 2017: Sticking to Valuable Customer Segments
Speakers touted the benefits of homing in on the segment of customers with the greatest lifetime value.
Forrester Customer Experience Forum 2017: Aim to Delight
Speakers urge businesses to pay more attention to the nuances and emotional qualities of customer experience.
Brainshark Announces Integration with Microsoft Dynamics 365
The integration provides sales teams with access to Brainshark resources directly from within the Microsoft system.
Small Biz Buzz: Companies Must Heed the Voice (Literally) of the Customer
Voice-first technologies could soon be the engagement tool of choice.
Gravy Analytics Announces Adsquare Partnership
The partnership brings Gravy Audiences to adsquare's Audience Management Platform.
LivePerson and IBM Launch AI-Powered Chat and Messaging Platform
IBM and LiveEngage are debuting an enterprise solution that integrates Watson-powered bots with human agents. (Featured on SmartCustomerService.com.)

Viewpoints (Web Exclusives)
Is CRM becoming packed with too many features? Anything that's not focusing on the job of building customer relationships might be diluting your system's effectiveness.
Find out what turns today's customers off most—and how to avoid falling prey to those mistakes.
Achieving customer success means understanding the problem, planning for the right outcome, and then delivering and tracking the results—not at all different from what a rocket scientist does.
More Viewpoints...
CRM Magazine, June 2017
Great Customer Service Takes Empathy
The debate rages on as to whether empathy can be taught
Cognitive Computing Energizes the Enterprise
Today's intelligent systems can learn from customer data to discover and provide insights that drive better experiences, heighten employee engagement, and inspire companies to innovate
A Marketer’s Guide to The Internet of Things
To remain competitive, marketers need to prepare now to capitalize on IoT technology
Across the Wire
Jacada Partners with Idomoo
Best Practices Series

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