B2B Companies Need to Take Advantage of Digital Commerce Opportunities

B2B suppliers have ample opportunities to capitalize on sales moves.

Staffing Issues Affect Customer Experience Quality

Uncertainty creates disengagement, which causes CX to drop, Gallup finds.

Almost All Consumers Check Online Reviews Before First-Time Purchases

Customer reviews remain a default trust signal, while skepticism around AI-generated content is reshaping buying. Plus: Consumers unsure how to protect their personal data, Clutch finds.

Required Reading: Brand Superiority Requires a Strategic Enemy

Picking the right fight makes you unforgettable.

A Look Ahead at CRM in 2026

Industry players share their thoughts about what's in store for customer service, marketing, sales, and related technologies.

Better CX Is the Top CMO Priority

Marketing officials see the need for better customer experiences in 2026, Forrester finds.

Best Practices for B2B Marketers

Forrester lays out how top performers align marketing with sales, product, and IT teams.

Companies Are Losing Consumer Trust Fast

Clutch research reveals what builds trust and what destroys it. Plus: Consumers prefer AI personas that reflect their identities, new data says.

CMOs Expect AI to Dramatically Change Their Role by 2027

AI is having ripple effects across marketing, Gartner reports

Required Reading: Global Success Requires Local Cultural Intelligence

Companies must adapt their marketing to regional expectations.

Business Use Cases for AI Have Doubled Since 2024

Companies are expanding their development of unique AI applications in CRM, ISG finds. Plus: The impact of social media posts on customers might be limited.

B2B Marketers Tend to Start Too Late

Marketing needs to influence buyers earlier in the process, Forrester urges.

Optimism Fills Budget Discussions, but Expectations Should Be Tempered

Forrester's Budget Planning Guides urge preparing for deeper budget cuts. Plus: The tenure of CMOs is on the decline.

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.