Marketing’s New Strategy: Paying for Performance

Paying only when specific actions occur sets the new standard in building ROI.

Sales Leaders Push for Measuring What Matters

As sales processes have changed, the metrics need to follow suit.

CRM’s Storied Past

The milestones that brought CRM to where it is now

CRM Has a History of Aspiration, Accomplishment, and Automation

Analysts reflect on an industry that has seen many challenges overcome and others yet to be resolved.

Keys to Understanding the Metaverse—and How Your Business Can Benefit

The metaverse is already here, and it's important to ask the right questions before moving in

Voice Biometrics Are Not 100 Percent Foolproof, but Steadily Improving

The technology has holes, but is more efficient than traditional password security.

Can AI Really Be Trusted?

How reliable are the marketing recommendations made by artificial intelligence?

Productivity Tools Advance to Assist Remote Workforces

Contact centers now have a wide assortment of tools to help agents work more efficiently, no matter where they are.

Keys to Keeping the Consumer Connection in a Digital World

Customers have many options today, and keeping them engaged on the right channels might keep them coming back.

Sentiment Grows in Significance as COVID Surges

Companies see renewed interest in gaining the most from customer feedback.

Sales Embraces the Experience Economy

Virtual technologies advance to expand retail opportunities in a contact-free world.

Why You Need an Enterprise-Level Marketing Taxonomy

Cross-functional teams are the new normal in business, and data needs to follow suit.

Bots Are Good, but They Can’t Do It Alone

The best bots know when and how to hand off complex requests to humans.

Tips for Building Wallet Share to Gain Market Share

Market share and wallet share are complementary metrics to identify customer issues.

Which Market Research Platform Is Right for You?

Programmatic platforms provide a lot of insight, but you need to weigh how much of it you actually need.

Tips For Making Customer Interaction Data Actionable

Companies must knock down the silos to make the most of the customer information they collect.

The Best CRM Software, Solutions, and Innovators: The 2021 CRM Industry Awards

Our 20th annual awards recognize the vendors that shined the brightest during the past year.

The Best CRM Software and Solutions: The 2021 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 customer service, marketing, and sales.

Six Top Innovating CRM Companies for 2021: The CRM Conversation Starters

These vendors kept the industry abuzz with products, services, and integrations that add up to innovation in sales, marketing, and customer service.

The Best Contact Center Infrastructure: The 2021 CRM Industry Leader Awards