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Front Office

With All the Tools Available, You Only Have Yourself to Blame for Poor Service

Many customers (like me) are not shy about expressing their displeasure with companies when they fail to meet expectations.

Adapt to Gain an Advantage

Given our current economic uncertainty, companies naturally want to make sure that every dollar spent is producing concrete returns.

Where Has the Time Gone?

Once upon a time, high costs, limited functionality, and low adoption, among other things, threatened to make CRM systems obsolete. Thankfully, the industry didn't give up.

Connecting in a Post-COVID World Doesn’t Have to Be Complicated

Remote or partially remote workforces are likely to be with us for quite some time.

Things Can Only Get Better from Here—and the Future Looks Bright for the CRM Industry

2021 wasn't great, but we are cautiously optimistic that a new normal is settling into place.

Expect the Supply Chain and CRM to Intersect This Holiday Season

For those of us in the CRM industry, this holiday season was a really great opportunity to shine.

No More Excuses: Be Mobile or Be Disrupted

One thing we've learned during the pandemic: Having a mobile presence has become imperative for business survival.

Our CRM Industry Awards Turn 20 Amid a World of Change

It was hard not to notice that this year has seen an unusually high number of significant mergers and acquisitions.

STIR/SHAKEN Is Now in Effect, but It’s Not Moving Me Yet

Something needs to be done to stop robocalls and scam calls.

The Latest CRM Innovations Prove That Words Truly Matter

Systems today allow customers to speak conversationally while natural language technology understands and processes their words.

Who Really Wins When Business and Politics Collide?

In today's hyper-divided political climate, coming down on one side or the other is sure to ruffle feathers.

CRM Must Move Forward, Not Back

Cloud-based technologies enabling agents to work from home were the main structural change brought by COVID.

As Clouds Rise, Companies Need to Explore Their Options

For many businesses, cloud deployments are more cost-efficient and enable greater flexibility, reliability, agility, and security.

CRM’s Changing Role as We Look Past the Pandemic

Lessons learned about connecting and engaging with customers during the pandemic will need to be applied post-pandemic.

Digital Agility Will Be the Key to Continuity in 2021

The pandemic has shown that just about anything that can be done in person can be done digitally

Data Links Disparate Technology Demands

"Every step you take toward being a data-forward marketing organization is a positive one."

Big Changes, a New Format, but Similar Results

This year, we simplified our awards process by asking analysts two simple questions in each of 10 categories.

Coronavirus Shows the Value of CRM

It has become even more essential to maintain positive relationships with each and every existing customer. Today's CRM systems can help.

I’m Ready to Move On, And So Are Your Customers

Seventy-six percent of business leaders expect difficulty increasing customer satisfaction without raising costs. Automation could help.

Technology Can Help Us Through the Tough Times

COVID-19 spurred companies to finally start embracing new technologies to continue operations as their employees were being urged to stay home