Social Media Is No Longer an Imperative

Forrester says it's OK for companies to break up with social media

Required Reading: Your Customers Need to See You on the Internet

Digital marketing is a necessity because consumers are online

CMO Responsibilities Need to Expand

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

Customer Experience Measurement Must Be Consistent

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

Transparency Is Critical to Resolve Privacy-Personalization Paradox

Companies need to be up front with consumers before collecting personal information

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.

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.

Marketers Emphasizing E-Commerce Over Advertising

Gartner uncovers more investment in digital commerce than digital ads

Deloitte Identifies Best Practices for Connecting with Customers

Emotional connections are the key to brand loyalty, research finds

Verint Offers Unified VoC to Help Solve Growing Interaction Challenge

Company emphasizes the need for more feedback at its Engage user conference

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

REQUIRED READING: Winning Business by Making The Transparency Sale

Selling transparency is key to topping competitors

To Sell Globally, Market Locally

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

What Will 2019 Bring for CRM?

Industry insiders share their predictions for the coming year

Social Media Must Be Proactive

Most social media users expect companies to respond to social media comments, Clutch Research has found

Customers’ Elements of Value Affect Company Performance

In a new report, Bain & Company found that value elements directly influence revenue, market share, customer loyalty, and willingness to pay in 22 consumer categories

The Four Stages of Content Consumption

The content that B2B audiences consume reflects their position in the conversion funnel, research finds