Big Data CRM Articles, Analysis, and News

Friction Mapping Moves to CRM to Spot Customer Pain Points

Customer journey technology evolves to home in on customer service breakdowns.

Phillip Britt // 06 Jul 2026

Dynamic Content Delivery Fuels the Ultimate Hyper-Personalization

Content is still king, but only when it meets the right customer at the right time and place.

Phillip Britt // 06 Jul 2026

Why Your Primary Focus Should Be on Customer Retention

The shift away from new customer acquisition is finally taking hold.

Linda Pophal // 06 Jul 2026

AI Copilots Could Fix What SFA Got Wrong

Artificial intelligence is eliminating the busy work that previous sales force automation couldn't handle.

Linda Pophal // 01 Jun 2026

AI Isn't Killing SaaS; the People Who Sold It Are

Software sales followed a simple playbook that hasn't panned out.

Bob Pedersen // 01 Jul 2026

Your Loyalty Program Isn’t Broken, the Experience Is

When customer value isn't delivered seamlessly, the impact shows up quickly in performance.

Fraser Neil // 29 Jun 2026

Every Dollar of Your Business Flows Through CPQ. AI Just Made It More Valuable and Mission Critical

With pricing complexity rising across industries, CIOs and revenue leaders face the most consequential technology decision of the next two years, and most are underestimating it.

Christopher Shutts // 24 Jun 2026

Dynamic Customer Journeys Need to Outgrow Campaign Thinking

Customer journeys rarely unfold in an orderly fashion; they're shaped by intent, timing, behavior, friction, and feedback as they happen.

Onur Alp Soner // 22 Jun 2026

Front Office

The Debate Around Dynamic Capabilities

Dynamic pricing models might be unfair, but what's a lot less ambiguous is how companies can use CRM data to dynamically alter other aspects of the customer experience.

Leonard Klie // 13 Jul 2026