Where in the World Are Outsourcers Going?

Onshore and nearshore locations see the most contact center growth

Businesses See a Sales Lift with Texting

Many companies are converting leads to sales with SMS outreach

The Best Software, Solutions, and Leaders: The 2019 CRM Market Awards

The Best CRM Software and Solutions: The 2019 CRM Market Leader Awards

Our finalist and winners in nine categories point the way forward with the latest products and capabilities hitting the market

Best Workforce Optimization (WFO): The 2019 CRM Service Leaders Awards

Best Contact Center Search: The 2019 CRM Service Leaders Awards

Best Enterprise Feedback Management (EFM): The 2019 CRM Service Leaders Awards

Best Contact Center Analytics: The 2019 CRM Service Leaders Awards

4 Ways to Master Omnichannel Selling

Salespeople must track the customer journey across multiple channels and be more collaborative than ever.

How to Build a Better Brand

Marketers must keep messages short, energetic, and simple.

Mobility Drives Multichannel Video Strategies

The personal nature of the platform requires new customer engagement tactics.

Building an Impenetrable Cloud

Companies concerned about data security have more hybrid (public and private) cloud computing options.

Healing the Sick

Facing regulatory requirements, spiraling costs, and an aging (and ailing) customer base, the healthcare industry looks to CRM to balance a pair of age-old doctrines: First, do no harm—and physician, heal thyself.

Patients Are Customers, Not Case Numbers

"Healthcare" and "customer service" don't have to be mutually exclusive.

Sales and Social Media: No One’s Social (Yet)

Social computing is still working its way into the consultative sales process. For most sales forces, that's just fine.

8 Email Marketing Tips

Experts provide commonsense advice about 'one of the most powerful and yet one of the most dangerous mediums of communication.'

Right On!

Stellar CRM is possible. Here are the stories of five outstanding implementations to prove it.

Top Guns (part 2)