Nostalgic for Nice
Remember kindness in customer service?
The Death of Influence?
How to make your voice worth listening to.
Making Work Worth It
How to get people to want their jobs.
Hard to Hire
How to stop getting ghosted.
The Death of the Work Ethic
A positive look at a negative situation.
The Employee Exodus (and How to Stop It)
This isn't just about COVID or the fickle desires of the next generation; it's about the future of work itself.
Chatbots Can Turbo-Charge Your CRM
Automated conversations can augment human ones at critical junctures.
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