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CRM Integration

Customer Relationship Management (CRM) integration increases your CRM's value to your sales force by bringing in additional valuable customer lead data directly through various contact points like a company website or social media presence.

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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

Video Raises the Bar for CX Operations

Video customer service tools abound, and we break down some of them here.

Phillip Britt // 30 Apr 2026
ViewPoints
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How to Be a Truly Customer-Driven Organization

Becoming genuinely customer-driven requires more than good intentions.

Laura Lehman // 15 Jul 2026

How AI Enables Smarter Service for Manufacturers

Getting manufacturers on board with AI doesn't have to be a struggle. What it does require is the right foundation.

Roneel Naidu // 14 Jul 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
News
Insight
Columns
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7 Agentic AI Lessons We've Learned

Map out your processes and journeys now.

R "Ray" Wang // 07 Jul 2026

Bots Get Agency, You Get Monitored

The machine gets to be the agent. The person gets to be the backup plan.

Ian Jacobs // 14 May 2026

Redesigning the Frontline Sales Manager Role for the AI Era

Sales managers should be the connective tissue between leadership and sellers.

Michael Katz // 19 May 2026

I’m Looking Forward to More QR Codes

It's not conjecture or hyperbole; QR codes truly are back, and this time around they might have actually have staying power.

Leonard Klie // 01 May 2026
Case Studies
Reports & Research
Buyer's Guide Partners