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.