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.'
Stellar CRM is possible. Here are the stories of five outstanding implementations to prove it.
Top Guns (part 2)