Social CRM Is Back, But Not for Me…Yet?

I can see the appeal of reaching out to a company through a hashtag or @ message, especially with customer service issues.

Don’t Let Tariffs Sabotage Customer Service

As companies face difficult decision about fluctuating costs, it will be crucial to be transparent with customers.

Advertising Needs a Better Proofreader

Companies might be trying to seem relatable and authentic, but they risk looking unprofessional and sloppy.

Do We Still Need DEI in Customer Service?

DEI has become a hot-button issue, but diverse workforces remain a source of strength.

Don’t Let Fear Deter CX Investments in 2025

It is indeed possible to reduce operational complexity and overhead without compromising CX quality (thanks, AI).

Expect Change in the CRM Industry in 2025 and Beyond

If there's one thing that's certain, it is that the long-term outlook for the CRM market remains positive.

Companies Should Leave Politics to the Politicians

Companies run the risk of alienating customers and causing long-term damage to their brand reputation or sales.

Data Headlines Our 2024 Awards

None of the solutions we celebrate can work without data that is current, relevant, and accurate.

CRM, AI, and Technology Investment: Too Much of a Good Thing?

Despite the countless dollars companies are spending on AI, the quality of the experiences they provide to customers continues to decline.

Patriotism Aside, U.S. Operations Are a Good Idea

Onshoring can be costly upfront, but the service improvements will pay off.

CRM Embraces Financial Transactions Like Never Before

Pricing and payment processing are getting more integrated into CRM systems.

CRM Is Good, Even in the Bad Times

Some markets face an uphill climb, but that just makes investing in CRM even more crucial.

Expanding the Tech Stack Is a Business and Personal Imperative

Here are three technology innovations that you really need to adopt as soon as possible.

GenAI’s Time Has Come. Are You Ready?

The hype is over, and the real work of making generative AI has begun.

Don’t Make Me Pay More for Bad Service

Good service should be a mandatory part of the customer experience. Too often that's not the case.

CRM Needs to Keep the Human Element

Whether it's buying something or resolving an issue, customers increasingly prefer to help themselves.

AI Profoundly Influenced Our Awards This Year

Just about every CRM vendor or service provider highlighted in our awards section as done something with generative AI.

AI Is Generating All the Buzz

Seventy-three percent of U.S. marketing professionals have reported using generative AI tools as a part of their work today.

Marketers Need to Embrace Personalization

Customer Service Woes? Don’t Tell Me

There might be lot more quiet quitting in customer service than companies care to admit.