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SMB and Mid-Market CRM > Viewpoints

Adoption of Customer Relationship Management (CRM) technology is essential to small and medium-sized businesses. Over time, more platforms and resources have become available to organizations of all sizes. Get in-depth analysis and advice and learn more about CRM for small and mid-sized businesses from CRM Magazine.

CRM and the Psychology of Relationships

Building customer trust and loyalty often boils down to one key thing.

Why You Need a 360-Degree Customer View

Brands that can maintain a 360-degree view of customers are able to thrive in the new data-driven climate and provide a superior customer experience.

The Real Truth About Partnering with Customers

What is it to partner with a customer? What does it require and what does it produce? These are increasingly vital questions to ask and answer in today's complex world and business environment.

5 Factors for Balancing Automation and the Human Touch for Superior CX

It's a question of balance: Navigating properly between automation and the human touch can create impactful customer experiences at scale.

6 Steps to Launching Your Customer Health Dashboard

Creating an effective customer health score and supporting dashboard is not a one-time project. It requires significant strategic planning behind the scenes and will need iteration as your company and customers change.

4 Best Practices for Knowing Your Customers as Well as They Know You

A decade of investment in customer engagement solutions has not paid off for most businesses. In fact, things have gone backwards. Here's why and how to fix it.

4 Tips for Using a Sales Process to Improve Your Wins

Salespeople often can't help changing up their sales process every time they engage with a client, but their results end up being unreliable and inconsistent. The answer to turning around fluctuating numbers is to adopt sales best practices that work.

Change Management for CRM Adoption: What You Need to Know

The success and failure of CRM initiatives largely hinge on how well you can handle change.

5 Ways Automating Your E-Commerce Business Can Drive Growth

By combining CRM, marketing automation, payment processing, and fulfillment processes, you can scale the services and products you sell online while providing a seamless, personable journey for your customers.

It’s Time to Make Relationships the Center of CRM

Here's what #relationshipgoals looks like in the business world—when we pay closer attention to, and score, our professional relationships like we do our personal ones. Relationships and retention are key foundations that every business needs to dial in to drive revenue.

Sales Teams Need to Work Smarter, Not Harder

Identify the roles that require access to key data to help reduce reporting and boost insights for operational decision making and performance.

5 Best Practices for Maximizing Your CRM Capabilities

With the right people in place, you can use data and CRM optimization to create powerful, compelling reports that inform your leadership's strategy and decision-making.

Virtual Selling Is Here to Stay: Five Tips for Success

Virtual selling is a whole new style of sales. This realization is prompting chief revenue officers to reframe how they define success and how they support today's seller. To support these efforts, the role of sales technology must also evolve.

How AI Is Reimagining the Customer Experience

Customers know that AI-driven tools exist for personalizing the experience because they encounter the technology everywhere they go online: Amazon, Netflix, Spotify, etc. Fortunately, organizations of all sizes can use AI-driven tools to power their customer experience and compete in the big leagues.

How AI Can Bridge the Gaps Between CRM, Marketing, and Sales

A new class of AI-powered solutions now has the ability to harness CRM data, merge it with multiple sources of sales and marketing information, and intelligently predict the likelihood of customer actions and behaviors.

A CRM Agency’s Secret Weapon: The Data Scientist

Everyone has data. It is what you do with it that really matters—like transforming it into meaningful insights that your business can use to make smarter decisions.

4 Keys for a Successful CRM Implementation

CRM is not a straightforward tool you can simply onboard your teams onto or add to your existing tech stack. Its deployment within an existing business requires a forward-thinking approach to ensure success.

When It Comes to Business Applications, You Don’t Have to Have It All

Why pay for something you don't want? An app that does one thing really well has the advantage over one that does five things poorly.

Using CRM, Retailers Can Send the Right Offers, in the Right Way, at the Right Time

Amid COVID, retailers can still generate sales—online and in-store—but they need to think strategically about how to leverage the information available to them to connect with consumers.

How to Build a Customer-Centric Culture

Is CRM enough about the customer? We have entered the age of hyper-personalization, and customers expect us to engage them in their preferred way.