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Big Data CRM

Integrating big data analysis, tools, and techniques into customer relationship management (CRM) can help organizations radically improve customer service and enhance the customer experience. Explore the latest tools, news, analysis, and advice on big data CRM.

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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
ViewPoints
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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
News
Insight
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Closing the CX Divide: How Agentic AI Unifies the Front and Back Office

Back-office groups have not kept pace with improvements and innovation.

Donna Fluss // 02 Jul 2026

7 Agentic AI Lessons We've Learned

Map out your processes and journeys now.

R "Ray" Wang // 07 Jul 2026

The Agentic AI Platform Wars

Everyone wants to be the central hub where enterprise data, processes, and AI converge.

Donna Fluss // 21 May 2026

The Pope, a Contact Center Fail, and AI

It's highly likely that the next time the pope needs to call his bank, he will be speaking to an AI agent.

Leonard Klie // 17 Jun 2026
Case Studies
Reports & Research
Buyer's Guide Partners