CRM Featured Articles

Wanna Be a Marketer? Move to Delaware

Rank Tracker found that the Diamond State has the most marketing jobs per 100,000 residents.

Customer Satisfaction Remains Weak, ACSI Finds

Customer satisfaction and spending see very slight upticks, but companies need to do a lot to keep it going, according to the American Consumer Satisfaction Index. (Featured on SmartCustomerService.com.)

Retail Customer Experiences Underwent a Reimagining, Frost & Sullivan Finds

Retail customer experience is coming out of the pandemic with greater opportunities brought on by digital transformation and artificial intelligence, the analyst firm concludes.

Salesforce Launches Contact Center

Salesforce Contact Center blends automation, intelligence, and real-time data. (Featured on SmartCustomedrService.com.)

CX Trending Down; KM and Other Technologies Can Help, eGain Solve Speakers Contend

The current contact center agent crisis can be solved with the right technology and customer focus, eGain's CEO suggests. (Featured on SmartCustomerService.com.)

Analysts See Possibilities Galore for Digital Marketing

Amid the COVID-19 pandemic, marketing budgets shrank, but digital advertising grabbed a higher share of the available budgets, GIA finds.

Marketers Use Just 42 Percent of Technology's Capabilities

Despite significant investments in marketing technologies, use of existing capabilities has decreased, Gartner finds.

Transcosmos and NTT Partner on Virtual Contact Center for the Metaverse

Demonstration experiment seeks to recreate contact center and in-store customer service experiences for the metaverse. (Featured on SmartCustomerService.com.)

Less Than 10 Percent of CFOs Plan to Decrease Customer Service Spending

Nearly a quarter of finance leaders plan to increase customer service funding despite economic pressures, Gartner found in a new study. (Featured on SmartCustomerService.com.)

At Dreamforce, Salesforce Updates Marketing Cloud with Genie Innovations

Powered by Salesforce Genie, Marketing Cloud unveils real-time customer data platform innovations.

At Dreamforce, Salesforce Debuts Slack Canvas for Team Collaboration

Slack canvas provides teams a new surface to capture and share knowledge and access and take action on Salesforce Customer 360 data directly in Slack.

MarketsandMarkets Ups Its Cloud Contact Center Forecasts

The cloud-based contact center market is expected to be worth $54.6 billion by 2027. (Featured on SmartCustomerService.com.)

Gartner Finds Nearly 90 Percent of Sellers Feel Burned Out

Companies need to address seller drag rather than drive to increase retention and results, Gartner reports.

ABM's Focus Is Shifting Dramatically, Forrester Finds

More smaller firms are adopting account-based marketing strategies as the discipline is more established.

Gartner Identifies Four Pillars Driving Customer Service Technology Innovation

Gartner highlights getting connected, process orchestration, knowledge and insight, and resource management as key technology drivers for customer service. (Featured on SmartCustomerService.com.)

Companies Need to Realign Digital Strategies, West Monroe Finds

Despite some progress, companies' and consumers' digital priorities still aren't aligned, West Monroe's research reveals.

Is Low Customer Satisfaction the Inflation Antidote?

Declining customer satisfaction might actually help curb inflation, ACSI founder postulates.

Companies Need to Increase Content Moderation

User-generated content can pose serious risks if not properly monitored and addressed, Frost & Sullivan warns.

Google Further Delays Cookie Phase-Out

Google has again pushed back its planned elimination of third-party cookies in its Chrome browser, now until late 2024, citing the need for more testing of its Privacy Sandbox API.

Contact Center Software to Be a $93 Billion Market by 2027

MarketsandMarkets has upped its projections for the worldwide contact center software market, which is expected to hit $35.2 billion this year. (Featured on SmartCustomerService.com.)