5 Mistakes that Cost Digital Marketers this Holiday Season

Here's how to avoid limiting your online revenue potential during this key sales period next year.

Is Adobe, Microsoft, and SAP’s Open Data Initiative a New Generation of Customer Experience, or a Nice Fantasy?

The ODI announcement has generated a fair amount of commentary from the analyst and press community, much of it favorable and focusing on the promise of ODI: elimination of customer data silos, optimal customer experiences, a "360 view" of the customer. But there's some cause for skepticism.

Why CRM Implementations Fail, and 8 Steps to Ensure Yours Doesn’t

A lack of planning can be fatal, but here are eight steps that can put you on the road to CRM success.

CCM Brings Customer Communications Under One Umbrella

As customer expectations and communication channels continue to multiply, customer communication management (CCM) solutions can reduce the chaos.

The 4 Personalities of Digital Transformation—and How to Cater to Them

Here are five best practices to help reach all of your digital customers, from the tech-obsessed to the tech-reluctant.

7 Trends That Are Transforming Sales and Marketing

Personalization and new technologies continue to reshape the business landscape. Here are the emerging sales and marketing trends that can help you stay ahead of the competition.

Modern CRM Needs a New Partner: Master Data Management

While the advent of cloud-based marketing tools in the past several years has accelerated CRM, it has also served as the catalyst for the rapid proliferation of disparate data sources.

5 (More) CRM Myths—Busted

As the industry continues to change (quickly), we need to debunk some new myths—ones that can often be traced to outdated ideas about CRM.

6 CRM Trends to Watch in 2018

Here's how technology's continuing evolution (mobile, AI, the IoT) will impact CRM systems in the coming year and beyond.

Mapping the Customer Journey From Effort to Emotion

The digital customer experience is critical to customer engagement and satisfaction, but enterprises are only now starting to map the contours of customer experience and how it will impact global business in the near future.

The CRM State of the Union: It’s Time for Empathy with the Customer

With consumers now in control of the conversation, businesses must start approaching the customer as a lifelong relationship that needs to be nurtured.

Modern Sales Reps Need Digital Tools—Lots of Them

The proliferation of data is just one of the challenges of an increasingly sophisticated sales landscape—and salespeople need all the digital help they can get.

The Internet of Things Brings Great Potential—and Some Concerns

New technologies often translate into new cybersecurity threats, and IoT-enabled technologies represent obvious targets.

To Bot or Not to Bot; That Is No Longer the Question

Today, when contemplating your intelligent assistance strategy, the real question isn't whether to do it or not, but how to do it. (Featured on SmartCustomerService.com.)

As Cloud Prices Drop, Contact Center Buying Decisions Become Harder

It's time to look at more than just price when comparing cloud and on-premises platforms. (Featured on SmartCustomerService.com.)

Defining Customer Success in the Era of Big Data

The SaaS model shifts its focus from shelfware to success.

The New Age of Sales

How to become a sophisticated seller in 2015.

Multichannel Marketing Initiatives in the Context of the Campaign Trail

Election-season takeaways help retailers prepare for the holidays.

5 Pitfalls to Eliminate from Your Sales Contracting Process

Gain a business advantage with contract life-cycle management tools.

The Contact Center Revolution

While the benefits of the cloud are obvious, figuring out the logistics is less clear.