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Customer Relationship Management (CRM) data analytics, or customer analytics, is a critical element of CRM. Learn to quickly identify and solve customer-facing business problems by collecting, organizing, and analyzing customer data captured throughout an organization. Explore our latest customer analytics news, analysis, and advice.

Are Grocery Services Profitably Delivering on Customer Experience?

The last mile of direct-to-consumer supply chain is challenging

The GDPR Needs to Have Its Teeth Sharpened

To not follow through on the enforcement side does everyone a disservice

Will Robotic Process Automation Replace Human Workers?

Automation will bring changes that rival those of the Industrial Revolution

Put Customer Insights at the Center of Business Transformation

Digital transformation initiatives are still giving customers short shrift

AI Isn’t Inevitable—It’s a Choice

Companies should approach automation with judgment and analysis, not resignation

Amazon Serves Up CX Lessons

With Go and AR, the giant retailer is showing us how new tools can connect with customers

4 Things to Know About the AI for Sales Marketplace

Artificial intelligence is fundamentally changing CRM, and it deserves your attention now

Workforce Optimization Ushers in the Real-Time Contact Center

AI, automation, and analytics are leading to an era of self-service and sophisticated agents

Customer Service Is Everyone’s Responsibility

Companies have to start organizing their culture around putting the customer first

Being an Enabler Has Become a Good Thing

The term 'enabler' now has positive connotations, at least in a business context

Storytelling in Business: Art, Science, Necessity

You have to make customers connect with you in a personal way

5 Building Blocks for Digital Transformation

Keeping up in these areas lowers your company's risk of being disrupted

It’s Time to Deploy, not Dabble with, Social CRM

Don't miss out on engaging with customers in a meaningful way

Surprise—You’re in Charge of CX!

Embrace customer experience leadership, regardless of how you got there

Where Is Amazon Go-ing With This?

The staffless Amazon Go stores seem like a convenience revolution—though for now, the experience might be beside the point

Analytical Advances Unlock the ‘How’ of Selling

Sales reps know what they need to do, but how to do it is a moving target

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

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

I’m Giving You Good Information. Use It!

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

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

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