Customer Experience Measurement Must Be Consistent

Those who understand customer experience's impacts get bigger budgets, Gartner finds

Marketing Spending Expected to Grow This Year

Winterberry expects marketing investment to hit $390 billion, up 7 percent

What Lies Ahead for CRM?

CRM industry insiders share their predictions for 2020.

CX Leaders Struggle to Show the ROI

Communicating the benefits of their CRM investments eludes many, West Monroe researchers find

Required Reading: Dialogue Is the Key to Retail Sales Success

The need to adapt communications strategies is non-negotiable

Marketing Budgets Hit an Eight-Year Low

Marketing budgets have shifted downwards, dropping from 11.2 percent of overall company revenue in 2018 to 10.5 percent in 2019, according to a survey of chief marketing officers (CMOs) by Gartner.

Forrester Uncovers Customer-Marketing Disconnect

When marketers began to build customer profiles and personalize interactions, they had good intentions, but inadvertently, many of those efforts have led to creepy and even harmful experiences, Forrester Research contends in a new report.

Brand Management a Challenge, Gartner Survey Shows

Even though global brand management is critical for company success, more than one-third (35 percent) of companies struggle with it, Gartner reports in its most recent brand survey.

Gartner Hypes Blockchain as a Sales Tool

A handful of technologies are on the brink of making a splash in CRM sales technology but are still five to 10 years away from any significant adoption, according to Gartner, which recently released its "Hype Cycle for CRM Sales Technology" report.

Required Reading: Journey Mapping Must Bring Customer-Focused Change

In their new book, How Hard Is It to Be Your Customer? Using Journey Mapping to Drive Customer-Focused Change, co-authors Jim Tincher and Nicole Newton of Heart of the Customer note that 65 percent of customer journey mapping projects fail to drive change.

Four Tech Trends That Will Transform Marketing Ecosystems

28 Oct 2019

Gartner hypes AI and blockchain for digital marketing and advertising investments

Forrester Advocates for CMO-CIO Alignment

28 Oct 2019

CMOs need to work more closely with their CIO counterparts, a new report asserts

Customer-Centricity Is Key to Sales Success

01 Oct 2019

Sellers must be able to provide perspective to customers, CSO Insights suggests

Marketers Emphasizing E-Commerce Over Advertising

01 Oct 2019

Gartner uncovers more investment in digital commerce than digital ads

Deloitte Identifies Best Practices for Connecting with Customers

15 Jul 2019

Emotional connections are the key to brand loyalty, research finds

On the Scene—CRM Evolution: CRM Still Faces Challenges, Most Speakers Agree

28 May 2019

CRM systems have been around for decades, but interoperability and data silos still have to be overcome

Companies Can Learn a Lot from Warby Parker

06 Jun 2019

Research from Forrester suggests that traditional retailers can benefit from adopting aspects of the direct-to-consumer playbook

The 3 Stages of Personalization

25 Apr 2019

Gartner lays out the keys for personalization to help companies deliver helpful and relevant messages

The CMO’s Role Changes Amid Digital Transformation

07 Apr 2019

A recent report from Forrester lays out three courses of action that CMOs should take to become more involved in the process

4 Forces Will Affect Marketing in 2019

01 Mar 2019

Gartner identifies the market shifts that will alter marketers' courses this year