CRM Case Studies

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

Access the ICMI Agent Experience Toolkit

To boost customer satisfaction and loyalty, you need your agents to stay engaged and motivated. But how? Access the ICMI Agent Experience Toolkit and to help you assess your current agent experience and discover ways you can improve.

Arxan Nails It with Direct Mail

PFL's tactile marketing program delivers hard-to-reach customers

CRM Columns

Is Your Enterprise Ready for Direct-to-Consumer Business?

The final point of sale in an omnichannel marketplace is shifting

Don’t Repel Sales Prospects You’re Trying to Attract

Here's how to get your foot in the door with a professional approach

Will CRM Innovation Make You or Break You?

Understanding the critical elements of success and failure

5 Customer Service Trends That Point to a Promising Future

Leaders finally realize what's best for customers is what's best for the company

Reports & Research

Truckstop.com case study

Glance Networks

Intuit case study

Glance Networks

Machine learning is transforming the agent and customer experience


The Top 10 Use Cases For Contact Center Analytics


Forrester TEI: Business Value of ServiceNow Customer Service Management


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


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


Make Journey Mapping Your Secret to Outstanding Customer Service


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


Optimizing the Workforce: A Guide for Small and Medium-Sized Businesses


Transforming the contact center into a customer intelligence hub


4 Ways to Empower Agents to Deliver Great Customer Experiences


9 Reasons to Make the Move to a Cloud Contact Center


Why Now is the Time to Move Your Enterprise Contact Center to the Cloud


The Future is Now: Creating an Intelligent Cloud Contact Center to Deliver Exceptional Customer Experiences