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CRM Featured Articles

Less Than 10 Percent of CFOs Plan to Decrease Customer Service Spending

Nearly a quarter of finance leaders plan to increase customer service funding despite economic pressures, Gartner found in a new study. (Featured on SmartCustomerService.com.)

At Dreamforce, Salesforce Updates Marketing Cloud with Genie Innovations

Powered by Salesforce Genie, Marketing Cloud unveils real-time customer data platform innovations.

At Dreamforce, Salesforce Debuts Slack Canvas for Team Collaboration

Slack canvas provides teams a new surface to capture and share knowledge and access and take action on Salesforce Customer 360 data directly in Slack.

MarketsandMarkets Ups Its Cloud Contact Center Forecasts

The cloud-based contact center market is expected to be worth $54.6 billion by 2027. (Featured on SmartCustomerService.com.)

Gartner Finds Nearly 90 Percent of Sellers Feel Burned Out

Companies need to address seller drag rather than drive to increase retention and results, Gartner reports.

ABM's Focus Is Shifting Dramatically, Forrester Finds

More smaller firms are adopting account-based marketing strategies as the discipline is more established.

Gartner Identifies Four Pillars Driving Customer Service Technology Innovation

Gartner highlights getting connected, process orchestration, knowledge and insight, and resource management as key technology drivers for customer service. (Featured on SmartCustomerService.com.)

Companies Need to Realign Digital Strategies, West Monroe Finds

Despite some progress, companies' and consumers' digital priorities still aren't aligned, West Monroe's research reveals.

Is Low Customer Satisfaction the Inflation Antidote?

Declining customer satisfaction might actually help curb inflation, ACSI founder postulates.

Companies Need to Increase Content Moderation

User-generated content can pose serious risks if not properly monitored and addressed, Frost & Sullivan warns.

Google Further Delays Cookie Phase-Out

Google has again pushed back its planned elimination of third-party cookies in its Chrome browser, now until late 2024, citing the need for more testing of its Privacy Sandbox API.

Contact Center Software to Be a $93 Billion Market by 2027

MarketsandMarkets has upped its projections for the worldwide contact center software market, which is expected to hit $35.2 billion this year. (Featured on SmartCustomerService.com.)

Chatbots Will Be a Primary Customer Service Channel by 2027, Gartner Predicts

Gartner sees chatbot investment on the rise, but notes that low ROI and other challenges persist. (Featured on SmartCustomerService.com.)

Despite Importance of Customer Engagement, Few Companies Excel at It, HBR Finds

Less than half of global business leaders rate their customer engagement strategies as good or excellent in a Harvard Business Review study.

Microsoft Launches the Microsoft Digital Contact Center Platform

Microsoft's Digital Contact Center Platform combines technologies from its Dynamics CRM 365, Teams, Power Virtual Agents, Azure, and Nuance Communications lines. (Featured on SmartCustomerService.com.)

Netflix, with Microsoft, Changes Ad Plans

Netflix has named Microsoft as partner for a new ad-supported consumer subscription plan.

TikTok Launches Follow Me for SMBs

Follow Me is a free program to help small businesses get started on TikTok.

Dash Calls Customer Insights and Feedback Technologies Critical

Growth in the customer insights and feedback market is being fueled by digital transformation and artificial intelligence adoption, according to Dash Research.

Verint Makes the Case for Its Solutions in Turbulent Times at Engage 2022

With the pandemic's effects still lingering, companies have untapped opportunities for differentiation, Verint Engage speakers stress on Day 2.

Verint Introduces Solutions to Address Engagement Capacity Gap at Engage 2022

Verint execs introduced Verint's One Workforce and Total Quality approaches at its Engage 2022 Conference.