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
With Direct Mail, the Same Marketing Rules Apply
When done right, direct mail marketing can lead to good or very good returns. When done poorly, it can have damaging consequences.
Onshoring and Offshoring Aren’t the Only Options
Where is outsourcing going? We were surprised to find out that, in many instances, it isn't going anywhere.
Let Hope, Not Hype, Be Our Guide in 2020
A big reason why innovation is so slow to take hold in the industry is the short time frame CX leaders are given to prove ROI.
Why Are We Still Talking about Silo Busting (Among Other Things)?
While some of the predictions for 2020 involve revolutionary, cutting-edge technologies like blockchain, advanced analytics, and artificial intelligence, many more of the predictions involve strategies and technologies that have been around for years but have yet to be adopted.
Luddites Like Me Like Personal Interactions
Any texts I receive from companies must be relevant, must provide value, and must be personalized.
Amid Economic Uncertainty, Optimize, Don’t Downsize
Department heads need to look beyond simple expense trimming and instead focus on optimizing what they already have