AI Is Reshaping Consumers’ Expectations for Customer Service

Consumers' "liquid expectations" demand that business incorporate AI into their CX strategy.

3 Tips for Choosing a CRM Outsourcer

When enterprises need great CRM software but lack the time or talent to build it in-house, outsourcing is only logical. But it's important to find the right long-term partner from the start.

4 Keys to Building a Strong Sales Enablement Program

Establishing a sales enablement program strengthens the bond between marketing and sales, which compresses sales cycles, increases conversion rates, and drives growth. Even the newest salespeople will be surprised at what they can accomplish.

How to Bridge Marketing's Digital Divide

By adopting an agile approach and eliminating the silos that separate people, technologies, and data, you can nurture a marketing ecosystem that is well suited to achieve the seamless, insight-driven, omnichannel experience to which we all aspire. The second in a two-part series.

4 Factors That Can Help You Choose the Right Customer Data Platform

Having a range of choices does not make it any easier for a marketer to select the right capabilities, nor does it promise better results. The key to finding the right CDP is to outline which experiences you want to deliver to remain competitive, now and into the future.

3 Ways AI Can Help Understand Customer Intent

Artificial intelligence and machine learning can now process data at rates that far outpace traditional software, which comes in handy when analyzing the millions of moment-to-moment interactions that can make or break a customer experience.

5 Marketing Trends to Watch in 2020

Industry struggles of the 2010s have made today's chief marketing officers more agile than ever before; still they can expect 2020 to test their limits. But America's marketing chiefs remain optimistic thanks to that agility ace up their sleeve. Here are five trends they must act on.

Why These Are the Best Times to Call Prospects in 2020

Sales development and outbound prospecting are notoriously tough jobs, and any advantage you can leverage for more conversations has exponential results for quarterly revenue. New research from ringDNA has major implications for how sales reps should spend their time.

Why Businesses Need to Manage Customer Feedback—Wherever It Appears

Your customers are giving you valuable input through formal reviews and unstructured feedback across the entire digital world. To get a complete view of customer insight, you have to think of feedback as an ecosystem, and you'll need to manage your reputation across a broad set of sites.

5 Common Sales Bottlenecks and How to Solve Them

With a few straightforward process changes, and by leveraging technology, you can progress toward eliminating bottlenecks to better optimize your time and resources. But first, you have to know what to look for.

Customer Churn Got You Down? 4 Tips to Increase Retention

Don't spend thousands of dollars trying to find and woo strangers, ignoring the people who already know your brand. Companies that neglect their fans for too long inevitably lose those valuable customers to businesses that know how to show a little appreciation.

CRM Has Evolved to Help Those Who Help Others: Charities

Funding cuts, data protection concerns, and ever higher donor expectations have made it harder than ever to attract and retain donors. But advancements in data collection and analytics can help organizations understand what motivates donors to give, and what discourages them from doing so.

Marketing’s Digital Divide: It’s Not “Digital” Marketing, It's Just Marketing

Many organizations have allowed a separate and distinct "digital" marketing team to evolve. It operates along-side the traditional outbound marketers but may not always work on integrated channel programs with them. This divide creates barriers to achieving the seamless, insight driven, omnichannel experience to which we aspire. Part one of a two-part series.

Real-Time Journey Analytics: Maximizing the Customer Experience with Every Interaction

In today's hyper-connected sales environment, businesses require more than surveys or the Net Promote Score to gain a comprehensive view of the customer. Scalable, cloud-based customer journey analytics give companies their best chance at identifying unmet CX needs.

How to Get the Marketing Performance Insights Your Team Needs

Multi-touch attribution breaks down organizational silos, providing a holistic picture of performance that enables everyone to work toward shared goals, as well as the actionable information that marketers at all levels need to be effective.

Customer Data Platforms: Striving for a Single View of the Customer

To marketers trying to swim through a flood of disconnected customer data, a CDP can look like the life preserver needed for them to stay afloat. And if it is the real deal, it can be. Here's a look at the CDP field today.

Where CRM Went Wrong (and How to Fix It)

Are you tired of sales software that seems stuck in the '80s and '90s? Join the #NoCRM Revolution, which is less about abandoning CRM and more about finding ways to unfetter your sales teams so that they can deliver real value.

Make Your Email Preference Center a Priority and Your Customers Will Reward You

The email preference center represents the best of both worlds: Prospects and customers can control the communications they receive, and marketers get to send better-quality, more targeted communications.

4 Early Warning Signs You Might Lose a Customer

Customer retention performance is a critical metric in most board rooms. Keying in on certain data points across the customer life cycle will give you advance notice that an account could be at risk.

4 Steps to Secure Your CRM or Customer Experience Platforms

CRM platforms are incredibly powerful tools for growth, but they can also create vulnerabilities, as they may expose your most sensitive customer and internal data. Here are four steps to help you get started securing your platform.