Why Customer Service Is Getting Weird, and What You Can Do About It

Frustrated customers want to be listened to. But that culture of engagement doesn't just happen.

Algorithms and (Artificial) Intelligence: Hype vs. Reality

Understand what you have—and whether it helps you get where you want to go.

Customer Service Is Risky Business

Making your customers feel safe creates long-term loyalty

Employee Satisfaction Is Worthless

The key to motivating today's workforce? It's not making sure they're satisfied.

Will CRM Innovation Make You or Break You?

Understanding the critical elements of success and failure

How CRM Is Driving Organizational Change

Companies are taking control of their customer experiences

Wake Up and Smell the Data

How the truth became irrelevant, and what we can do about it

Making Field Service Your ‘Promise Engine’

A marriage of people, process, and products

CRM’s Unexpected Science

When synergy makes a difference

Why No One Wants the Job You’re Offering

Amazingly, we have more jobs than we have people to fill them. What is happening?

Does AI's ROI Mean Humans Are SOL?

OMG, no! They need each other to do their best work

The CRM Adoption Paradox

CRM systems are stronger and more packed with features than ever, but users aren't always rushing to use them. Here's how one firm changed that

Are You Prepared to Parent Your New Young Hires?

Younger workers need to learn how to handle customers—and how to handle themselves

Your Sales Pipeline Can Make You or Break You

Good pipeline management requires clear thinking and knowing when to cut a deal loose.

Heroes and Cowards (and Contact Center Agents) Feel the Same Fear

But the actions they take are what separate them.

Is CRM a Tool or a Mind-Set?

A company learns that it can be both

Freaking Out Over Customers Is Not a Lifestyle

Get real about the false foundation of stress

Switching CRM Systems: Improve When You Move

A platform change (if you need it) signals a good time to update your processes and mind-set, too

How the Millennial Mind-Set Could Affect the Workforce—for the Better

Can we achieve more by working less?

CRM in Accounting: The Tide Turns?

An industry begins to accept it has to work harder to find and keep customers—and CRM can help