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
Mobile Ad Spending to Continue Gains
Video will be a major factor in mobile ad spending growth, Forrester Research finds
Most Consumers Don’t Finish Online Forms
Clutch survey finds that 81 percent of people have abandoned at least one online form, and few return to complete them