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Customer Service/Call Centers/Contact Centers > Insight

Customer Relationship Management (CRM) helps organizations deliver exceptional customer service and support. Good CRM tools and strategies enable call centers, contact centers, and customer support teams to be their most effective and ensure that all customer inquiries end with the best possible customer experience. Explore our latest news, analysis, and advice for customer service professionals at all levels.

Satisfaction Does Not Guarantee Loyalty

Impressions go a lot further in ensuring repeat business.

Consumers Do Contact Customer Service After Proactive Outreach

Flaws in proactive customer service can cause more harm than good, Gartner finds.

Chat Ready for Takeoff; Some Companies Aren’t

Many consumers are already comfortable with the technology, Forrester finds.

Required Reading: Putting Empathy in Action

Genesys CEO advances the Experience Index as an NPS replacement.

Engagement, Innovation Are Keys for B2B Marketers

Social distancing proved the need for new approaches to marketing, Forrester finds

CX Investments Pay Off

Companies that provide good customer experiences perform much better, an ROI study shows.

Leaders See Customer Service as a Value Center

Companies that view customer service not as a cost center see 3.5 times higher growth.

B2B Sellers Should Focus on Situational Buyer Insights

Sales leaders can leverage situational awareness to lead with empathy.

Required Reading: Loving Relationships with Customers Have Great Worth

Customers want to feel worthwhile in their dealings with companies.

Retailer CX Fails to Impress

The customer experience dip follows two years of gains, Forrester says. Plus: Five recommendations for how to fix it.

Customer Service Leaders Need to Invest in AI

Three areas in particular stand to benefit.

A Stepped Approach Is Key to Successful Chatbots

Consumers are disappointed by chatbots, but they don't have to be, Forrester Research finds.

What’s in Store for CRM in 2022?

CRM industry insiders share their thoughts about what lies ahead in the new year.

Required Reading: Keeping Pace with Customers Is a Worthy Goal

Interactions today need to be personalized, inviting, and inclusive.

5 Tips for Digital-First Customer Service

Companies can no longer operate siloed digital channels, Forrester stresses.

Cloud Contact Centers to Be Mainstream in Two Years

Companies are starting to see the benefits of CCaaS, Gartner notes in new Hype Cycle report.

Customer-Obsessed Companies Pull in 2.5 Times More Revenue

Higher profits, customer retention, and employee engagement follow CX initiatives, Forrester finds.

Tips for Building a Continuous Loyalty Program

Rewards have to offer a differentiated customer experience, Forrester Research urges.

‘Reimagined’ Consumers Have New Priorities

Accenture finds that post-COVID consumers value different things.

Required Reading: Keys to Shaping Unbreakable Bonds

CX transformation will help companies forge deeper customer relationships.