What’s in Store for CRM in 2021?
Here's what the industry predicts will happen.
How to Choose the Right CRM
When selecting CRM systems, companies need to consider their industry, vertical, and size
The Top Five Customer Service Technologies
Analytics and automation are needed to survive the pandemic, Gartner finds
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