Required Reading: The Keys to Activating Customer Loyalty

Activators build stronger, more holistic relationships that go beyond traditional business development.

Customer Satisfaction with Contact Centers Continues to Slide

According to CCW research, many long-standing pain points have yet to be resolved.

Personalization Leads to Customer Regret

Personalization can triple the likelihood of customer regret at key journey points, Gartner finds.

A Look Ahead at CRM in 2025

Industry players share their thoughts about what lies ahead for sales, marketing, and customer service

Technology Investments Don’t Stop CX Decline

Two studies show that consumers are still underwhelmed by customer experiences.

B2B Marketers’ Skills Are Changing, LinkedIn Finds

Innovative thinking, problem solving, and adaptability will be key.

U.S. Shoppers Favor Retailer-Owned Ads

Retail media networks are preferable and pack more influence, Intellias finds,

5 Best Practices for Empathetic Experience Design

Companies need to design customer experiences that make emotional connections, Forrester says.

Social Ads Are an Irritant

Consumers tell Hootsuite they don't like social media advertising.

B2B Marketers Waste a Lot of Time and Resources

CMO Council gives most marketers grades of C or worse for their efforts.

FTC Plans Crackdown on Fake Reviews, Influencers

New rules would prevent companies from using bogus customer comments or suppressing negative ones.

Social Content Creators Gain Influence

With sharp increases in numbers in just the past two years, social media content creators are in huge demand, Forrester says.

Gartner’s Top Sales Technologies

Gartner identified the innovations sales leaders can adopt to boost buyer engagement.

Social Media, Customer Service Top In-Demand Skills

LinkedIn uncovers the skills that are most valuable to companies right now.

CRM to Be a $96.4 Billion Business by 2027

Spending will increase as companies expand their customer experience focus.

A Look Ahead at CRM in 2023

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

Required Reading: Rethinking the ABCs of Selling

Companies need to move away from the old "Always Be Closing" mind-set.

Digital Commerce Now Demands Rich Media

Companies should look into more short-form video advertising, Forrester suggests.

Post-Pandemic Events Must Focus on Audience Needs

Virtual events are here to stay, and marketers need to revamp their strategies, Forrester advises.

Required Reading: Strategies for Navigating the ‘Metail Economy’

Companies need to transform their businesses to thrive in the me-centric revolution.