Why You Should Not Overlook SMS as a Customer Care Tool

It's the most popular form of communication, so why isn't it a bigger part of your customer service strategy?

Rational and Irrational Reasons Why AI Won’t Replace Salespeople

Beyond the macro-economic explanation, there's a more nuanced answer to why human salespeople aren't going anywhere.

How Automation Helps Sales Teams Solve 3 Common Pain Points

Arm your sales team with tools and processes that maximize efficiency so they can focus on the important things: the customer and driving revenue.

Why Marketing in the Digital Age Needs To Be a Two-Way Dialogue

Organizations should take a human-centric, technology-enabled approach to marketing by helping customers shape their own online experiences and understand what their data is worth.

Want to Go Beyond Customer Satisfaction? Here are 4 Principles You Need to Know

To boost customer loyalty and advocacy, you need a customer feedback program that gives you the insight and depth to improve.

Customer Data Platforms: The Next Evolutionary Step for Marketing Automation

Marketing automation systems, with their limited data and reach, are but a cog in the complex CDP machine that can collect, process, and leverage information through various tools and applications.

4 Boxes to Check With Your New CRM Purchase

A CRM system is only valuable if your team actually uses it. Here's what to look for.

Turn Customer Service Calls into Enterprise Knowledge Graphs

Knowledge graphs make speech recognition and text analytics immediately accessible, enabling real-time customer interactions that can maximize business objectives and revenues.

Personalization Is an Outcome, Not a Strategy

It results from knowing who you're targeting, developing tactics for how to engage them, and customizing messaging to make sure you're as relevant as can be.

How Yesterday’s Direct Marketing Evolved into Today’s Customer Relationship Marketing

A person's change of address used to be a major marketing trigger. Now the triggers are everywhere.

4 Signs Your Email Marketing Is Less Effective Than It Should Be

We're in a daily battle for inbox attention. Your email's efficacy and ability to claim some of that attention can go so far as to help your business fly—or flop.

The Case for Having Human, Not Robot, Customer Support 24/7

Of course, not every business can promise live support around the clock, but all can strive for more personalized service.

3 Ways B2B Businesses Can Turn Inbound Leads into Customers

Usually, it's the business that is knocking on prospects' doors. When a B2B organization is lucky enough to have prospects come knocking, it should roll out the red carpet.

Turn Your CRM into the Tool Your Sellers Need

Today's CRM systems capture details that relate to—and create incentives around—the underlying key factor that drives better sales results: seller behavior.

4 Things Sales Managers Need From a CRM System

The right CRM solution can save you time and money, but it can also get in the way and end up being a hindrance to your ability to successfully manage people.

4 Reasons Why Contact Centers Need a Strong CRM Strategy

By funneling all customer information into a rich database, companies can simplify interactions—both for the people they serve and the ones they employ.

CRM’s 3 Data Dilemmas, and How to Solve Them

Despite all the advances in CRM, most mainstream platforms lack the ability to do even more with field sales data.

4 Steps to Ensure CRM Success

CRM works best with a sound sales and marketing strategy, and vice-versa.

How Retail Is Being Revolutionized with AI

AI-driven software has embedded itself into a number of retail processes, from inventory management to customer service, and its use is only expected to expand further in the future.

Digital Process Automation: Harmonizing the ‘Digital Inside’ with the ‘Digital Outside’

DPA, also known as intelligent automation (IA), enables you to design and deliver processes built for the digital world, ones that place the customer—and the outcomes they desire—at the center of every journey.