• January 8, 2021
  • By Leonard Klie, Editor, CRM magazine and SmartCustomerService.com

The Top 10 CRM Stories of 2020

2020 was certainly a historic year, marked by a global pandemic that caused months of lockdowns and a complete elimination of in-person gatherings, an extremely contentious presidential election, social and political upheaval, months of rioting and looting, and a complete restructuring of how business gets done.

Certainly COVID-19 dominated the headlines in 2020, but there were other stories that captured attention throughout the year. Below are some of the top 10 CRM headlines, based on reader interest determined by a number of internal factors.

Demystifying Cryptocurrencies: Promise and Potential Lead to Growing Appeal

Gartner Outlines Customer Service and Marketing Priorities to Mitigate Coronavirus Disruptions

Customer Data Platforms Emerge as Marketing’s Latest Holy Grail

Machine Learning Is Your Secret Weapon for Customer Acquisition

Marketing Automation Industry to Surge Through 2027

Verint Touts Functionality, Flexibility of Solutions at Virtual Conference

Facebook Buys Kustomer

Customer Experience Management Market to Double in Four Years

Companies Need to Balance Brand and Customer Values, Forrester Speakers Assert

Salesforce Acquires Slack for Nearly $28 Billion

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