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CRM Case Studies

Online Search Tool Suits Wildfang

The clothing retailer offers a better website experience with Searchspring

ERC Collects Better Information with Interactions’ VCA

Virtual Collections Agent removes basic information-gathering calls from ERC agents

WestJet Customer Satisfaction Takes Off

The small airline benefits from a bot built by Netomi for Facebook Messenger

Speech Analytics Boosts Customer Service for Bluegrass Cellular

Calabrio helps the wireless carrier increase lower-cost Level 1 support

CRM Columns

Customer Service Is Risky Business

Making your customers feel safe creates long-term loyalty

CRM Is Your Change Agent

With AI and machine learning in the mix, your system can adapt to the speed of change

The Ugly Truth About CRM Data

If too much of it is missing or wrong, no digital transformation can happen

How to Sell Virtually in a Turbulent Marketplace

Your meetings have moved online, but technology isn't all you need

Reports & Research

The Five9 Guide to Making Customer Service a More Human Experience

Five9

Adapt your service for speed, scale, and resilience

Salesforce

The Difference Between Customer Experience and Customer Feedback - Why surveys alone paint an incomplete picture

TopBox

The Five9 Guide to Making Customer Service a More Human Experience

Five9

3 Award-Winning Customer Interaction Analytics Success Stories

Calabrio

The Customer Experience of the Future: Four Big Ideas that will Change Everything

Conduent

Blueprints, Building Blocks and Best Practices to Move Beyond Workforce Optimization

Verint

Why Low-Code CRM is the Right Investment For CIOs and Digital Leaders in 2020?

Creatio

Leading Healthcare Provider Saves $11 Million a Year and Immediately Improves CSAT with Predictive Behavioral Routing

NICE

Stepping up to Secure the Cloud

Calabrio

Applying Emotional Intelligence In the Call Center

Cogito

The ROI of Real-Time Agent Guidance: How AI Helps Align Agent Performance with Customer Expectations

NICE

State of Service: Insights and trends from over 3,500 service leaders and agents worldwide

Salesforce

Connect Sales and Service Around the Customer

Salesforce

Customer Workflows: Drive customer loyalty with connected digital workflows

ServiceNow

Customer Workflows Book of Knowledge

ServiceNow

Manage Field Service Efficiently and Safely During Challenging Times

ServiceNow

Service Operations: How to organize resilient operations for unforeseen circumstances

ServiceNow

Customer Engagement: How to expand capacity for whatever comes next

ServiceNow

Five9 Adapter for Zendesk

Five9

Five9 Adapter for Microsoft Dynamics 365

Five9

Five9 Adapter for ServiceNow

Five9

Five9 Adapter for Salesforce

Five9

Cloud CRM Integrations

Five9

Create high value customer experiences in the field like HP Indigo

ServiceNow

The role of chat bots in field service organizations

ServiceNow

2020 Gartner Magic Quadrant CRM for Customer Engagement Center

ServiceNow

The secret sauce helping CX leaders create loyal clients: Convenience

ServiceNow

The communications revolution: How businesses create value through empathy and impactful engagement

ServiceNow

Supercharging customer service: Reimagining the operator experience at Grocery Outlet

ServiceNow

2020 IDC Perspective: Customer Service and the Future of Work

ServiceNow

CORINIUM: The Customer Experience Perspective

ServiceNow

Forrester Study: Business Value of ServiceNow Customer Service Management

ServiceNow

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

ServiceNow

Evolving your customer journeys to the next normal

ServiceNow