Big Changes, a New Format, but Similar Results

This year, we simplified our awards process by asking analysts two simple questions in each of 10 categories.

To Thrive During COVID-19 Recovery, Shore Up Your CRM Foundation

Three process pillars must be in place to steady your system

Automation Is the Future of CX

Why every enterprise will design for self-driving, self-learning, and self-healing sentience

With Big Data, Big Isn’t Necessarily Better

The specific kinds of data matter—the kinds that generate insights

Coronavirus Shows the Value of CRM

It has become even more essential to maintain positive relationships with each and every existing customer. Today's CRM systems can help.

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

Disharmony can impact customers, employees, and the bottom line

3 Ways to Enhance Customer and Employee Collaboration Post-COVID-19

Now is the time to harness all the tools of customer engagement

How Can We Listen to Customers When No One Is Talking?

Response rates are down, but don't throw in the towel!

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

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

Leveraging CRM in the Face of COVID-19

With seismic changes in the way business is done, CRM and related platforms can help companies and the people they serve

For Salespeople, It’s All About the Interface

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

Is Your Business Tapping into All Available Data Sources?

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

Is Your Enterprise Ready for Direct-to-Consumer Business?

The final point of sale in an omnichannel marketplace is shifting

CRM’s Critical Role in Successful Digital Transformation

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

Will CRM Innovation Make You or Break You?

Understanding the critical elements of success and failure

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.

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?

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.

How AI Is Impacting CRM (Already)

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

Where Systems of Record Will Go from Here

They're continually evolving, not going away