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Magazine Features

Engagement Hubs Put Customers at the Center

CEH technology emerges to connect multiple customer-facing systems.

The Key to Keeping CRM in Sync

Which departments should be aligned, and which technologies can bring them all together?

Marketers Move to Chart Journeys in Real Time

Speed becomes an essential element of customer journey analytics.

Contact Center Infrastructure: It's Time to Assess Your Tools and Technology

Weigh your capabilities, identify weaknesses, and implement multichannel solutions that keep pace with industry standards and consumer expectations.

Shining a Light on the Dark Funnel

Marketing and sales professionals can't keep looking at customer journeys as linear.

Marketing Is Turning to AI for Customer Acquisition

Artificial intelligence and machine learning are not new, but marketing have begun using the technologies to identify and target new business.

Customer Intent: Elusive, but Not Impossible to Obtain

When it comes to customer purchases, understand why they buy, not just what

CRM in the Cloud: Which Model Is Right for You?

When looking at CRM software-as-a-service, companies have a variety of deployment options

Field Service Goes High Tech Amid the Pandemic

Advances allow for remote service delivery and better customer interactions

For Contact Centers, Going Remote Wasn’t Easy, but Opportunities Emerged

Companies looking to continue with work-from-home models need to continue focusing on security, quality assurance, and training

Technology Alternatives to the Third-Party Cookie

Marketers need to be more proactive and attentive to privacy concerns.

Tips for Remote Selling During and After COVID-19

New channels have surely emerged, but existing customers keep their value.

SEO Success Is a Moving Target, but Good Content Will Always Be Crucial

To keep up with Google's algorithm updates, marketers should prioritize content quality and understand user intent

For Better Customer Service, Look into the Future

Companies can anticipate and address needs in advance with the right data, technology, and personnel

Whether B2B or B2C, Buyers Are Still Human

Regardless of who's the marketing target, companies can draw on similarities to improve outreach efforts

Use Digital Platforms to Drive In-Store Traffic, and Vice Versa

Online and offline environments are no longer competitors for the same retail customers

Math Meets Marketing with Statistical Models

Modeling is key to marketing success, but the data needs to be better

Co-Browsing Gains as a Service Tool

COVID and the shutdowns bring a rise in technology alternatives to in-person service interactions

The Best CRM Software, Solutions, and Innovators: The 2020 CRM Industry Awards

Our 19th annual awards recognize the vendors that shone the brightest during the past year.

The Best CRM Software and Solutions: The 2020 CRM Industry Leader Awards

Our top five picks in 10 categories point the way forward with the best products and capabilities hitting the market in sales, marketing, and customer service.