How Reliable Is Your Contact Center's AI Guidance?
Determining whether companies can trust the next-best-step suggestions AI makes for agents.
Using AI to Make Marketing Resonate
Artificial intelligence can help determine which content and channels hit the mark.
Using AI to Boost Sales Forecast Accuracy
Effective sales predictions require the right data mixed with human intuition.
The Best CRM Software, Solutions, and Innovators: The 2022 CRM Industry Awards
Our 21st annual awards recognize the vendors and innovators that stood out from the crowd during the past year.
The Best CRM Software and Solutions: The 2022 CRM Industry Leader Awards
Our top five picks in 11 categories point the way forward with the best products and capabilities hitting the market in customer service, marketing, and sales.
Five Top Innovating CRM Companies for 2022: 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 Interaction Analytics: The 2022 CRM Industry Leader Awards
The Best Business Intelligence and Analytics: The 2022 CRM Industry Leader Awards
The Best Customer Data Platforms (CDPs): The 2022 CRM Industry Leader Awards
The Best Sales Force Automation (SFA) Software and Solutions: The 2022 CRM Industry Leader Awards
Medallia Wins New Markets and Geographies: The 2022 CRM Conversation Starters
The CX management company's acquisitions and partnerships are turning it into a customer experience powerhouse.
NielsenIQ Deepens Its Retail Intelligence: The 2022 CRM Conversation Starters
The global information services company is bringing to market advanced technologies, including predictive analytics, to give its retail clients a more complete understanding of their customers.
The Top Customer Service Trends for 2022: New Service Channels and Challenges
Investing in digital, social, and virtual will remain a post-COVID priority.
The Top Marketing Trends for 2022: Cookieless Replaces Contactless
Marketing moves to new channels to meet changing demands.
The Top Sales Trends for 2022: A New Normal Emerges Post-Pandemic
Sales needs to focus on digital technology, social media, automation, and training.
Sales Presentation Tools Evolve to a Go-to-Customer Approach
Sales meetings look different today, but enough tools exist to help design content for them.
Tools Can Now Uncover Real-Time Customer Behavior
Companies can respond in real time when they know what customers will do in real time.
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.