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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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Why Branded Calling Is Critical for Outbound Outreach

Here's how to implement it and restore your ring's reputation.

Erik J. Martin // 23 Jan 2026

Pending Legislation Could Upend AI in CRM

Government regulators are turning their attention to artificial intelligence in customer interactions.

Phillip Britt // 23 Jan 2026

Ready or Not, Digital Doubles Are Here

Can your CRM handle agent-to-agent commerce?

Linda Pophal // 01 Dec 2025

White-Glove-for-All Is the Future of Customer Care

Providing a premium, highly personalized level of care to every customer is the new norm.

Phillip Britt // 01 Dec 2025
ViewPoints
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Why Your CRM Implementation Is Failing Your Niche Industry

When companies are forced to shoehorn their intricate operations into a rigid, off-the-shelf framework, it creates a usability gap.

David Berg // 03 Feb 2026

The Calabrio/Verint Consolidation: Opportunity and Outlook

Execution will determine whether the Calabrio/Verint consolidation becomes a market-shaping success for Thoma Bravo or a gateway for new AI-native WEM entrants. (Featured on SmartCustomerService.com.)

Donna Fluss // 30 Jan 2026

It’s Time to Reemphasize the Critical Importance of CX

Poor service isn't just a reputational risk. It's a direct and measurable threat to profitability.

Jennifer Lee // 29 Jan 2026

Why Bridging AI-to-Human Support Will Define CX in 2026

In 2026, customer experience leaders will stop debating AI versus human support and start competing on how seamlessly they can connect the two.

David Karandish // 27 Jan 2026
News
Insight
Columns
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Branded Calling Is a Welcome Addition, but It Can’t Stop There

Combatting fraud requires a multivector approach, a point on which even branded-calling providers can agree.

Leonard Klie // 28 Jan 2026

When AI Gets Smarter, Agents Get Burnout

Uncovering the hidden challenges of AI-driven customer service.

Riccardo Pasto // 22 Jan 2026

Why Every Company Needs an Operating Model for CRM (and What That Means)

People don't use CRM the way it was intended.

Danny Estrada // 04 Nov 2025

How CSOs Can Embrace AI and Hit Revenue Targets

Most sales organizations have yet to see significant improvements in seller performance from AI.

Melissa Hilbert // 19 Sep 2025
Case Studies
Reports & Research
Buyer's Guide Partners