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CRM Case Studies

Nosto Helps Industry West Furnish Shoppers with Personalization

The home decor retailer's website is optimized with AI to improve conversions

Greyhound Rides High with SurveyMonkey

Survey tools lead the bus carrier to better responses to customer feedback

ThirdLove Gets Personal with Dynamic Yield

The retailer makes buying a bra a uniquely tailored experience for each shopper

Verint Portal Connects San Francisco Citizens to Services

SF311 is able to speed residents to the information they need

CRM Columns

When Designing Customer Engagement Programs, Remember: Style Matters

Interfaces should be simple and intuitive, but also visually appealing

For Salespeople, It’s All About the Interface

Tools that are both useful and intuitive will improve customer relationships as well

To Succeed in Customer Service, Forget the Rule Your Parents Taught You

Why is my preference assumed to be your preference?

Video and LinkedIn: A Match Made In Business Heaven

Here's some advice from a not-quite video pro

Reports & Research

5 Ways to Empower Agents to Deliver Great Customer Experiences


The Three Customer Service Megatrends in 2020: Fuse AI and Agents to Drive Better Experiences


The customer service metrics and KPIs you should be tracking


Think beyond traditional CRM to elevate your customer service


ThinkJar: Six Transformational Customer Service Trends


CORINIUM: The Customer Experience Perspective


Discover 6 best practices of field service leaders


4 Steps to Calculating the ROI on Customer Experience Intelligence


ABERDEEN STUDY: Four Transformative Best Practices for Future-Ready Customer Service Experiences


Make Journey Mapping Your Secret to Outstanding Customer Service


The Road to Transforming the Customer Service Experience: Investing in great outcomes for employees and customers


Driving Radical Customer Service Innovation: Move beyond operational demands to deliver proactive strategies that drive business growth


Forrester Study: Business Value of ServiceNow Customer Service Management