Personalization Leads to Customer Regret

Personalization can triple the likelihood of customer regret at key journey points, Gartner finds.

Required Reading: CX Design Requires an Organizational Redesign

Values-driven alignment is the key to company success.

Prepare Now for GenAI Advances

Analysts expect generative AI's capabilities to expand in CRM.

Marketing Orgs Still Have Limited or No GenAI

Marketers who have adopted genAI use it for creative development. Plus: marketers see creative evaluation process as flawed.

Required Reading: Personalization Will Yield $2 Trillion If Done Right

Winning companies will capitalize on the opportunity with aggressive strategies.

ABM Grows, but Limits Persist

Research shows that account-based marketing isn't being fully implemented.

B2B Personalization Efforts Are Incomplete

Post-sale efforts are not being pursued, Forrester finds.

A Look Ahead at CRM in 2025

Industry players share their thoughts about what lies ahead for sales, marketing, and customer service

Many Consumers Unsubscribe from Emails Weekly

Capterra's research identifies actionable steps for businesses to address email marketing trends.

AI Brings Gains in Customer Service and Social Media Marketing

Companies are already seeing benefits from limited AI deployments, Capterra has found. Plus: NIQ research uncovers negative perceptions of genAI advertising.

The Keys to Customer Obsession

Customer-obsessed companies have an innovation and collaboration mindset, Forrester finds.

Marketing Needs More Collaboration with Security

A lack of cooperation has led to an increase in data breaches.

Marketing Leaders Can’t Prove Their Value

Few also receive credit for their contributions to business outcomes, Gartner finds.

Firms Must Center Revenue Processes on Customer Value

Forrester unveils the Opportunity Lifecycle framework to help companies become customer-obsessed.

Marketing Budgets Fall 15 Percent

Gartner's CMO Survey reveals marketing budgets are just 7.7 percent of revenue in 2024.

Most Marketers Experience Collaboration Drag

Too much collaboration can harm worker productivity and retention, Gartner finds.

GenAI to Handle 40 Percent of Marketing Tasks by 2029

IDC predicts huge productivity increases with genAI in five years.

Required Reading: In a Competitive World, the Platform Makes the Difference

There's a playbook for winning with platforms, and it starts with a mindset.

Consumer Opt-Outs Are Increasingly Common

Trust issues prompt consumers to unsubscribe from company outreach, Attest finds.

Consumers Prefer Ads to Paying for Content

IAB finds that 8 in 10 consumers support the ad-supported internet.