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Customer relationships have never been more complex. Today, your IT/Tech sales teams need insight into hundreds of interactions involving multiple channels. Newer Customer Relationship Management (CRM) platforms make this possible. Explore our latest CRM news, analysis, and advice for technology companies.

How Do You Define CX Success?

When you put customers at the heart of your decisions, you're bound to succeed

Workforce Optimization Ushers in the Real-Time Contact Center

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

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

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

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

Innovation Is What Makes Us Great

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

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

3 Ways to Make Technical Consultants Part of the Sales Team

Having well-integrated sales and technical staff helps build credibility and your bottom line

Designing Humor: IKEA Mocks Apple

Our consumerist obsession values hype over innovation.

Give Localization Its Due

Mastering this important concept is trickier than you think.

The Bright Future of the Internet of Things

Today's innovations are only the beginning.

What Makes a Successful Mobile User Experience?

Uncovering the traits that set industry leaders apart.

The Race to Own You

How four Web giants aim to know more about consumers than we can even imagine.

Customer Experience Blueprint Drives B2B

Determine the needs of customers and their value to the organization

Another Round of Gamification

Get customers onto the winning team—yours

The Real Value of Social CRM

Leverage public social media and niche sites to drive traffic to your community

Social Everything Comes of Age

Enterprise 2.0 and social CRM form the core of social business

Are You Willing to Socialize With Your Customers?

Stop treating them like children and open a dialogue

All I Know Is That I Don’t Know Nothing

Blending knowledge management with customer service is critical