CRM Featured Articles

Social Commerce to Reach $1.2 Trillion by 2025, Accenture Finds

Accenture expects social media purchases to outpace traditional ecommerce by three times in just three years.

Here's Why 58 Percent of B2B Sales Organizations Miss Quota on Key Accounts

Sales leaders should first focus on defining what key accounts mean to their organizations, Gartner urges.

Brand Keys Identifies 4 Trends for Marketing in 2022

Brand Keys eyes rising needs for differentiation, meeting increasing customer expectations, value ownership, and brand dominance as key priorities for the year ahead.

Gartner Urges Sales Leaders to Rethink Go-to-Market Strategies with Orchestrated Customer Engagement

Companies that unify strategies and leverage multithreaded engagements will outperform competitors by 50 percent in four years, the firm predicts.

ISG Sees Intensifying U.S. Demand for Analytics

ISG reports that companies are using data analytics services and platforms in holistic strategies to help all employees gain insights for business results.

Gartners Finds Customer Loneliness a Contact Center Call Driver

Gartner predicts that by 2026, 75 percent of customers will call customer service due to loneliness. 

Gartner Eyes Declining Mobile Opt-Out Rates

Gartner predicts the opt-out rate for mobile app tracking will decline from 85 percent to 60 percent by 2023.

Brand Keys to Release Brand Tracking Database

25 years of key loyalty indicators have helped Brand Keys predict consumer behavior and economic outcomes.

Customer Experience Management Market to Be Worth $16.9 Billion by 2026

MarketsandMarkets expects the CEM solutions market to grow by more than 12 percent per year through 2026.

Dash Research Finds AI Essential for CX

Research finds that artificial intelligence is improving effectiveness and efficiency in both customer-facing and back-office applications.

Customer Service Leaders Shift Focus Toward Business Growth

Sixty-four percent of customer support leaders have placed a high priority on business growth in 2022, Gartner reports.

CX Market to Surpass $100 Billion by 2026, Dash Research Projects

Dash expects global customer experience and engagement software revenue to recover to 2019 levels in 2022 and grow substantially from there.

Modern KM Needs Both Man and Machine, KM World Connect Speakers Maintain

Corporate knowledge should blend technology with human intuition and experiences, Jay Liebowitz contends during KM World Connect's opening keynote.

Contact Center Software Market to Hit $75.5 Billion by 2026

MarketsandMarkets expects the global market for contact center software to grow at a compound annual rate of 20.9 percent for the next five years. (Featured on SmartCustomerService.com.)

Deloitte Identifies the Trends Upending Marketing

Marketing leaders will need to holistically rethink their approaches to customer engagement and experience  to remain competitive, Deloitte found in a recent report.

Forrester Unveils 2022 B2B Marketing Planning Assumptions

Forrester Research offers B2B marketing leaders a few recommendations to drive growth in 2022.

Zendesk Acquires Momentive

Zendesk is acquiring Momentive and its SurveyMonkey platform in a stock transaction worth about $4 billion.

Gartner Identifies Five Myths About Customer Service Journeys That Undermine CX Investments

Customer service and support leaders should rethink their channel strategies to boost customer experience and loyalty, Gartner recommends.

Harris Poll Survey Unveils Marketers' Top Five Plans for a Post Third-Party Cookie World

Marketers have plans to deal with the phasing out of cookies, and many consumers are on board, Harris Poll data reveals.

IDC's Future Enterprise Resiliency and Spending Survey Stresses the Need for Good CX

Improving customer experiences is good for companies' bottom line, IDC noted in its most recent report.