Columns/Departments

I’m Giving You Good Information. Use It!

Knowing which leads to call and which ones to avoid is valuable data

With Customer Experience, ‘Good’ and ‘Consistent’ Aren’t Always the Same Thing

Experiences that lead to happy customer outcomes can yield less-than-ideal business outcomes

CRM’s Unexpected Science

When synergy makes a difference

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

Data Analytics Is Better, Easier, and More Critical Than Ever

Successful companies have made data analytics a part of their DNA for a reason

Smarter Bots Mean Greater Innovation, Productivity, and Value

Robotic process automation is allowing companies to re-imagine and re-invest in all aspects of their businesses

To Engage Customers, Your UI Design Needs These 6 Qualities

It's about giving customers what they want in the most frictionless way possible without breaking the bank

Virtual Agents Hear What You Say. Do They Know What You Mean?

Deciphering intent is best left to humans, who have a hard enough time with it

With B2B Marketing, It’s Back to the Basics

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

How Do You Listen to Your Customers?

You need a listening architecture to get the most from customer insights

Let’s End the Partisanship

Companies have been bogged down by party loyalties to a specific department (marketing, sales, or customer service) for a long time

Paying Employees for Delivering Good CX Is a Bad Idea

Money can be a shortcut to accountability. Here's how to wean yourself off of monetary incentives

Customer Service Needs to Tackle Customer Emotion

How a customer feels about an interaction is the biggest contributor to good CX

Which CRM Features Are Small Businesses Not Taking Advantage of?

This year's version of ‘ask the vendors' examines what SMBs might be missing

Innovation Is What Makes Us Great

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

Automating Customer Service Means Striking a Balance

Too much automation can leave customers feeling put off

It’s Time for Marketers to Go Back to School

The higher education market could benefit from a new marketing technology that takes personalization to a new level

5 Reasons Why Branded Communities Are Your Best Lead-Nurturing Platform

You can invite who you want, and you control the information these communities yield

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

Knowledge Management Is Poised to Keep Companies Informed and Efficient

Artificial intelligence, increases in self-service, and a younger workforce all point to a bigger role for KM solutions