Reality Check

Small Businesses, Take Note: AI Is Ready for Prime Time

It's not just for big enterprises anymore. Even mom-and-pop shops can use AI to optimize sales

With B2B Marketing, It’s Back to the Basics

Time to kill your martech stack—or at least simplify your approach

Innovation Is What Makes Us Great

Customer service flourishes in a climate where people are free to innovate, and fail, and start over again

With Sales Effectiveness Down, Companies Should Rethink Their Sales Process

Despite major leaps in technology, sales performance trends remain disconcerting. It might be time to blow things up

Contact Center Management Is Both an Art and a Science

A lot of skill is required, but even the most talented manager has to rely on data

To Get the Most from Your CRM, Pair It with Process

Strong CRM adoption is good, but not enough; you also need a formal, dynamic sales process

WFO Solutions Must Be Rebuilt From the Ground Up

A truly multitenant architecture—supporting cloud, on-premises, and hybrid solutions—is becoming a necessity.

3 Things to Keep in Mind as AI Comes to Sales

Technical innovations are one thing, but companies need to consider AI's effect on their people

Dynamic Sales Coaching Can Help Your Players (Sales Reps) Win

Leaving your coaching to an informal process at the discretion of managers will lead to blown deals

Chat Is Not Replacing the Voice Channel for Customer Service

Is it a must-have for contact centers? Yes. But it remains a complement to voice.

Bots Are Here to (Self-) Serve You

Thanks to machine learning and AI, bots today can usually give customers what they want.

Salespeople Face an Uphill Battle, and AI Is Ready to Help

Sales enablement divisions are gaining valuable technology partners.

These 8 Technologies Are Transforming the Contact Center

The need to understand and engage newly empowered customers (hello, Millennials) is driving innovation.

The Next Big Thing in CRM—E-Commerce

Analytics and machine learning are changing the way we think about e-commerce and CRM systems

Sales Is Like an Orchestra. Sales Enablement Is the Maestro

Multiple departments working at cross-purposes can sound a discordant note

Will Customer Journey Analytics Be the Next CRM?

CJA looks to capture the kind of customer knowledge—spanning channels and touch points—enterprises have long sought

Meet the New Ideal Customer Service Rep

Empathy in an agent is great, but so is a take-charge attitude.

CRM Might Require an Internal Sale—to Salespeople

Increasing adoption is a challenge, but demonstrating value can win reps over

Mobile and Government CRM Will Loom Large Long Term

This New Year, let's look past 2017

Your CRM Framework Probably Needs to Grow

A survey of executives reveals the top sales tools