Biographical Information

Brent Leary

cofounder and partner, CRM Essentials

Brent Leary is cofounder and partner of CRM Essentials, a CRM consultancy focused on small and midsize enterprises. You can email him at or send him a tweet at @brentleary.

Articles for Brent Leary

The Next Frontier in Customer Engagement: Streaming Video

But be warned: Livestreaming isn't easy, even if it looks that way.

Subscription Models Equaled Strong CRM in Our Pandemic Year

Tighter bonds with customers helped subscription-based businesses weather the storm.

Video and LinkedIn: A Match Made In Business Heaven

Here's some advice from a not-quite video pro

3 CRM Lessons From This Year’s Conferences

Some key themes kept coming up among the CRM intelligentsia

How Can AI Help Small Businesses with CRM?

This year's installment of ‘ask the vendors' features the tech topic on everyone's mind

Amazon Serves Up CX Lessons

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

Which CRM Features Are Small Businesses Not Taking Advantage of?

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

Alexa (and Her Cohorts) Will Change Your Business

The revolution is coming, and SMBs must get ready.

Some Big Numbers for Small Businesses to Embrace in 2018

Keep these eye-popping stats in mind when charting your course for the coming year.

What SMBs Want from Vendors

Technology executives share what their small-business customers are asking of them.

Companies Must Heed the Voice (Literally) of the Customer

Voice-first technologies could soon be the engagement tool of choice

AI (Artificial Intelligence) Needs to Drive AI (Automated Insights)

Getting customer insights served up by CRM lets reps focus on relationships

Are Chatbots and Recurring Revenue the Future of Business?

One conference, two big statements

Why Isn’t CRM Adoption Higher? CRM Vendor Execs Weigh In

An informal survey reveals what vendors, and SMBs, need to do better

Three Customer Trends You Can’t Ignore in 2016 (and Beyond)

Better service, experiences, and intelligence can mean the difference between getting ahead and stalling

Get Mobile Sites and Apps to Work for You

Creating better customer experiences on the go is the key to unlocking value

How SMBs Can Leverage the Internet of Things Today, and Tomorrow

Adapt, disrupt, and above all remember the customer

Subscribe to Better Service

A subscription model provides the flexibility customers want—but you have to engage them to make it work

Spring Events Yield Web Trends for SMBs

Digital touch points—and digital wallets—lead the way

SMBs See Strength in Intimacy

Context relevancy transforms interactions into experience.

Don't Drop the Ball on Your Digital Engagement Strategy

Customers' app journeys hold the key to new opportunities.

Sales Processes and Tools Must Adapt to Customer Behavior

New consumer expectations call for updating old practices.

Lessons in Customer Centricity from CRM Vendors

When CEOs listen to the voice of the customer, everyone wins.

Subscriptions Boost Customer Engagement...and Business

Think about business as a collection of consumers.

Why Customer Experience Is the True King

Content and context play essential supporting roles.

Riding the Wave of Shifting Platforms

Strategies may change, but the key to success remains the same.

Screaming for a Good, Fundamental Customer Experience

Sometimes the fun, shiny objects are just the cherry on top.

Cultivate a New Approach to Business and Customer Engagement

To meet expectations, try being FAIR.

Marketing Automation Goes Mainstream

As technology evolves, so must SMB strategies.

The Maturation of the Social SMB

Companies with strategic approaches see the most benefits.

SMBs Take to the Cloud

2012 holds great potential as a breakout year for CRM.

The Fast and the Curious

Building a business model to keep up with customer expectations.

Connecting with Customers Is Easier than Ever

Rising competition demands a holistic strategy.

The Tweet Is Mightier than the Sword

So speak softly and carry just 140 characters.

The New CRM: Community Relationship Management

Bridging the chasm between CRM and minority business.

The State of CRM in the Minority Business Community

It appears the challenge and solution to raising CRM awareness is another type of CRM: community relationship management.