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