Why Can’t We Just Put Customers First and All Get Along?

Disharmony can impact customers, employees, and the bottom line

Voice + AI Represents the Next Chapter in CRM’s Evolution

As voice technologies become ubiquitous, customer interactions will never be the same

How to Avoid Dark Patterns that Frustrate and Anger Your Customers

At a time when trust is so critical, interface designs that mislead or trick customers are worst practices

Technology Can Help Us Through the Tough Times

COVID-19 spurred companies to finally start embracing new technologies to continue operations as their employees were being urged to stay home

Is Your Business Tapping into All Available Data Sources?

Acquisition, automation, and augmentation can help overcome data management challenges

For Salespeople, It’s All About the Interface

Tools that are both useful and intuitive will improve customer relationships as well

CRM’s Critical Role in Successful Digital Transformation

Putting customers at the center of your digital efforts involves sound CRM processes

Don’t Repel Sales Prospects You’re Trying to Attract

Here's how to get your foot in the door with a professional approach

It’s 2020! How Did Our CX Predictions Work Out?

Let's look at how we've responded to customers' rising demands

A Simple Way to Set Your 2020 CRM Enhancement Priorities

With hundreds of sales enablement solutions from which to choose, how do you assess what you truly need?

Let Hope, Not Hype, Be Our Guide in 2020

A big reason why innovation is so slow to take hold in the industry is the short time frame CX leaders are given to prove ROI.

Why Are We Still Talking about Silo Busting (Among Other Things)?

While some of the predictions for 2020 involve revolutionary, cutting-edge technologies like blockchain, advanced analytics, and artificial intelligence, many more of the predictions involve strategies and technologies that have been around for years but have yet to be adopted.

3 CRM Lessons From This Year’s Conferences

Some key themes kept coming up among the CRM intelligentsia

How AI Is Impacting CRM (Already)

More customer data leads to smarter AI, and the sky's the limit

X-Data + O-Data = Better Customer Journeys

Combining experience data and operational data can make a big difference for your customers

Make Your Business Case an Offer They Can’t Refuse

This means accurately assessing how things are, demonstrating how they can approve, and then showing your work. Make your business case so strong an argument for your offer that no one can deny its overall value.

Luddites Like Me Like Personal Interactions

Any texts I receive from companies must be relevant, must provide value, and must be personalized.

Early Adopters of AI for Sales See Tangible Results

Vendors are investing heavily in AI, and early returns suggest it's paying off already

Amid Economic Uncertainty, Optimize, Don’t Downsize

Department heads need to look beyond simple expense trimming and instead focus on optimizing what they already have

Is Your CRM as Intelligent as It Should Be?

CRM platforms must capture and organize ever-increasing amounts of data, and AI can help