CRM Case Studies

Zenoti Lets Birds Barbershop Soar

Zenoti Marketing & Sales brings customers and revenue back to the salons.

Shoe Carnival Walks Away with Better Feedback

The shoe retailer is able to respond to issues faster with Verint solutions.

Amazon Connect Boosts Customer Service for Traeger Grills

The outdoor cooking equipment manufacturer is on fire since implementing AWS contact center technology.

Airship Elevates Hagebau Connect’s Marketing Efforts

The German DIY retailer's loyalty program rises with Airship.

CRM Columns

Aligning People, Process, and Technology: The Key to a Successful Contact Center

This bit of wisdom never goes out of style, no matter how advanced our tools become.

With All the Tools Available, You Only Have Yourself to Blame for Poor Service

Many customers (like me) are not shy about expressing their displeasure with companies when they fail to meet expectations.

Optimizing CRM Will Increase Revenue Velocity

Companies are increasingly feeling the need for speed

You Can’t Duck the Metaverse

And you shouldn't want to: This is where your customers will go next.

Reports & Research

Complete integration. Absolute experience.

A practical guide to driving outstanding customer experiences through integrated teams, data, and processes.


Leadership trends report: customer experience

A 2022-2025 roadmap for effortless experience and complete integration


Rogers Communications - how do we move to a preventative business model?


Scheidt & Bachmann - How to drive service and innovation?


The field service experience - the next big differentiator for your business


Experience in Action infographic


Experience in action - How to deliver great customer experience at scale


Transforming field service with emerging technologies


Optimize your order to cash process


How to Enable a Successful Smart Factory by Focusing on the Employee Experience


How Next-Gen Systems of Action Can Improve Your Operational Technology Management


Automation World webinar brief Operational Technology Management for Manufacturing


Market Study: State of Contact Center Technology


Recommendation Metrics: Which One Would You Recommend?


10 Ways to Get More from Text Analytics


Learning From Leaders: Modernizing Voice of the Customer for Business Banking


New Research Report:

Inside the Contact Center--A Study of Customer and Employee Experience Reveals Technical, Operational Challenges and Opportunities Around Cloud Migration, Agent Turnover, Budgeting, and Beyond

Produced by Unisphere Research and CRM Media

Inner Circle Guide to Omnichannel