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Front Office

You Need to Be on B2B Marketplaces

Roughly 40 percent of businesses now purchase as much as half of their goods and services through B2B marketplaces, and that figure will only grow.

Please, Just Give Us All the Information We Need

To win the American people's vote (i.e., business), companies need to do a much better job of educating them.

The Industry Outlook Is Rosy, and We Have the Numbers to Prove It

Across each CRM technology sector, the worldwide market valuation is rising, and the upsurge is expected to continue.

Challenging Times Lie Ahead; Bold Action Is Required

The opportunities for the CRM industry couldn't be better. Nor could the outlook, as we uncovered in our fourth annual 'CRM Top 100' issue.

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."