CRM Blog

It's Customer Service Week, So Thank an Agent

Customer service representatives have a hard job, and they deserve recognition more than one week per year.

Contact Centers Need to Do More to Keep Talent

New research from ASAPP finds that contact center shortfalls in training, technology, and job growth opportunities are behind the high turnover rate.

When Using Emojis, It's Not Enough to Smile

Emplifi research finds the sparkle emoji is the most popular one used by companies on Instagram and Facebook

Jeep Leads the Patriotic Brand Parade Yet Again

As independence Day nears, Brand Keys tracks how consumers rate companies on patriotism.

Social Distancing Works

New case study shows that companies can survive and thrive without social media.

J.D. Power Backs Up What We've Been Saying All Along

Customer service and reputation—not price—drive lifetime customer value, J.D. Power finds.

I’m Ready to Move on, and So Are Your Customers

A new survey From Mitto reveals lessons learned from company communications during the COVID-19 crisis.

No Surprises, Ad Revenue Shrinks

BIA has revised its U.S. local advertising revenue forecast down to $144.3 billion due to coronavirus.

How To Craft Your Brand Response Strategy for Pandemics

Forrester's Dipanjan Chatterjee shares ideas for managing marketing efforts amid the current coronavirus crisis.

Don't Use Coronavirus as an Excuse for Service That Has Always Sucked

I hate excuses, and coronavirus can't be used to justify years of customer neglect.

Tackling the Counterfeit Drug Problem Is a Marketing Effort

Leading Edge Health has seen tremendous marketing success by taking on the counterfeit drug trade.

Business Texting: Who Started It?

A new report finds that consumers are pulling businesses toward texting.

Robocalls Continue to Rile, But Help Is Coming

Loyalty Is Growing, But Harder to Sustain

Customer loyalty increased 20 percent, despite fears to the contrary, Brand Keys claims.

The Robocall Scourge Continues

Robocalls are worst on the East and West Coasts, a new study finds

Retailers Need to Provide More Value in Loyalty Programs

Consumers fail to see the value in joining loyalty programs.

Gartner Eyes Misalignment of Brand Actions and Values

Gartner research has uncovered a serious disconnect between company values and actions amid growing consumer distrust of marketers.

Keep Your Data Up to Date or I'm Gone

Gartner 2019 Magic Quadrant for Contact Center as a Service

In the 2019 Gartner Magic Quadrant report for CaaS, you'll learn how contact center solutions measure up. You will also discover why now might be the right time to update your contact center.

It's Customer Service Week. Here Are a Few Tips to Make It Better

Jabra's SVP offers tips to help overcome some of the most common customer service mistakes.