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Enterprise CRM Solutions > Insight

Enterprise CRM systems and solutions are designed for managing customers across large and complex organizations with many customer touchpoints while providing the best possible customer experience possible. Explore the latest enterprise CRM news, analysis, and advice here.

On the (Online) Scene: Medallia, Talkdesk, Verint, Genesys, and Pegasystems Hold Virtual Events

Amid the pandemic, the conference season moved online. Our roundup of the virtual happenings this spring.

CMO Responsibilities Need to Expand

Forrester says marketers need to be more customer-obsessed to succeed

What Lies Ahead for CRM?

CRM industry insiders share their predictions for 2020.

Gartner 2019 Magic Quadrant for Contact Center as a Service

In the 2019 Gartner Magic Quadrant report for CaaS, you'll learn how contact center solutions measure up. You will also discover why now might be the right time to update your contact center.

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.

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

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

The 3 Stages of Personalization

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

To Sell Globally, Market Locally

Cross-border commerce requires attention to regional nuances, a new report stresses

Required Reading: Replace Managing with The Coaching Effect

Managers make sure processes are followed; coaches drive growth

Sales Are Hitting Goals, Missing the Mark

Sales performance falls despite reaching revenue targets, CSO Insights finds

Required Reading: The Keys for Unlocking the Customer Value Chain

To avoid disruption, companies need to understand decoupling

What Will 2019 Bring for CRM?

Industry insiders share their predictions for the coming year

Required Reading: The Ultimate Guide to Becoming The Ultimate Sales Pro

Salespeople can get ahead by thinking ahead

An Empowered Workforce Needs a Culture of Engagement

Employee engagement, employee experience, and employee enablement have to come together

Sales Require Organizational Overhaul, Better Data

Most sales teams still struggle with infrastructure and processes, study finds

E-commerce Communities Alter Companies’ Go-to-Market Strategies

CMO Council urges adoption of the 4Ps of marketing: precision, personalization, persuasion, and perfection

Required Reading: The Geek, Nerd, Suit Approach to Customer-Centricity

Achieving customer-centricity requires a partnership between IT, analysts, and business strategists.

Required Reading: Get to Aha! About Your Company’s Identity

Knowing who you are as a company is the foundation of success

Sales Success Needs More of a CRM Focus

Salespeople frequently miss targets, which could require a CRM reset