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CRM Case Studies

Mel Trotter Ministries Feeds More with Virtuous CRM

The charity improves donor relations with Virtuous' platform for nonprofits.

Casey’s Is More Convenient with Mobile Apps

SAP has helped the convenience store chain build loyalty with e-commerce

Rotary Spins Out a Marketing Win with Workbooks

The outdoor equipment dealer cuts time for marketing activities

Five9 Projects Get Simpler with FinancialForce

FinancialForce provides complete business visibility for the contact center provider

CRM Columns

Four Lessons for Designing Exceptional Customer Journeys

Journeys that are just okay won't lead to more buzz and more business.

Contact Centers’ Digital Transformation Has Only Begun

The process was hastened by the pandemic, but with COVID's end hopefully in sight, businesses need to rethink the service experience.

Subscription Models Equaled Strong CRM in Our Pandemic Year

Tighter bonds with customers helped subscription-based businesses weather the storm.

CRM’s Digital Executives Take a Front Seat Post-Pandemic

It's all hands on deck as successful companies shift to a digital C suite.

Reports & Research

The Future of Support Has Arrived: It’s Conversational

5 Trends Transforming E-Commerce Support

Customer Operations for Dummies, ServiceNow Special Edition

ServiceNow

Analyst Report: CCW Special Report: Service Continuity & Connectivity

ServiceNow

Proactively address issues to create superior customer experiences

ServiceNow

CCW Market Study – Future of the Contact Center: A Forecast

ServiceNow

Forrester Study: The Total Economic Impact of ServiceNow Customer Service Management

ServiceNow

Drive customer loyalty with connected digital workflows

ServiceNow

Customer Workflows Book of Knowledge

ServiceNow

Customer Operations: 6 best practices for connecting customer service resources

ServiceNow

Customer Engagement: How to expand capacity for whatever comes next

ServiceNow

2020 Gartner Magic Quadrant CRM for Customer Engagement Center

ServiceNow

Supercharging customer service: Reimagining the operator experience at Grocery Outlet

ServiceNow

Aberdeen Report: The Return on Managing Customer Convenience in Modern Service Programs

ServiceNow

Evolving your customer journeys to the next normal

ServiceNow

Make Journey Mapping Your Secret to Outstanding Customer Service

ServiceNow

Increase field service safety and reduce costs with augmented reality

ServiceNow

From Collected to Connected: 5 ways to unlock your IoT potential to revolutionize Your Field Service

ServiceNow

Verdantix - Smart Innovators: Field Service Management Software

ServiceNow

Forrester Consulting Study: The Total Economic Impact™ Of ServiceNow Field Service Management

ServiceNow

Forbes - Field Service On The Edge

ServiceNow

Forbes - Power of the platform: Using IoT data to drive customer satisfaction

ServiceNow

Maximize uptime and streamline maintenance with ServiceNow

ServiceNow

Knowledge2020 Digital Experience - Field Service Spotlights

ServiceNow

7 winning lead generation strategies that drive growth

Data Axle

5 Ways Microsoft Power Platform and Xpertdoc Team Up to Create Business Benefits

Xpertdoc

Cloud is here. What’s next? STATE OF THE CONTACT CENTER 2021

Calabrio

AI-Enhanced Soft Skills: The Key to Superior Customer Engagement

Cogito

5 key elements for building a successful data-driven product

Data Axle

4 Reasons Why Companies Using Salesforce Should Optimize their Document Processes with Xpertdoc

Xpertdoc

Boosting Your CRM with AI-powered Omnichannel Contact Center Interactions Analytics

NICE

6 reasons customers hate your chat: and how to fix it

Khoros

Here's the problem: most customers rarely or never answer calls from unknown numbers

First Orion

Effective Sales Operations: Are We There Yet?

Freshworks Inc.