Articles for Brent Leary
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.