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CRM Featured Articles

Pega Announces Everflow Acquisition at PegaWorld iNspire

New capabilities to find and fix process inefficiencies will extend Pega's AI-powered decisioning and workflow automation capabilities.

Connecticut Passes Data Privacy Law

Connecticut became the fifth U.S. state to pass legislation that mandates consumer data protections.

Meta Touts Messaging as the Future of Business at Conversations Event

Meta announced plans to expand messaging capabilities for businesses looking for simpler connections with customers.

What CSOs Need to Know About Sense Making, A Gartner Q&A

Gartner analyst Alice Walmesley shares advice for implementing a sense-making sales approach during an interactive Q&A session at the Gartner CSO & Sales Leader Conference.

10 Tech Trends Transforming Consumer Behavior

IDC urges companies to align their offerings with evolving customer activities. 

Gartner Urges Rethinking Customer Understanding, Engagement, and Operating Models at CSO Conference 

Gartner analysts outlined how to sustain growth through disruption at their annual CSO & Sales Leader Conference today.

Most SMBs Plan to Outsource

Digital marketing and customer support are top targets for SMBs to turn over to outside agencies, Clutch finds.

Virtual Selling Drives Data to Replace Intuition

Gartner predicts that 65 percent of B2B sales organizations will transition from intuition-based to data-driven decision making by 2026.

CRM Tech Buys Expected to Increase

Tech purchases will focus on customer experience, privacy, and data, Emissary research finds.

SMBs Aren't Investing in Mobile Apps

Research firm The Manifest found that one-third of small businesses spent less than $10,000 creating their mobile apps.

Contact Center-as-a-Service Market to be Worth $17.12 Billion by 2030

Grand View has increased its projections for growth in the cloud contact center market, largely due to COVID's impact on contact centers. (Featured on SmartCustomerService.com.)

This Earth Day, Uberall and Google Launch Recycling Attribute for Business

The Recycling Attribute on the Google Business Profile allows local businesses to promote their recycling-related initiatives.

Usability Challenges Salesforce's CRM Dominance

As companies shift focus to ease of use, Salesforce failed to make the leaders list in Nucleus' CRM Value Matrix for the first time in more than a decade.

10 Tips to Boost LinkedIn Brand-Building

LinkedIn offers advice for salespeople to turn their profiles into brand-building assets.

Three Immediate Actions for CSOs in Response to Russia's Invasion of Ukraine

Gartner says B2B sales leaders should be prepared to acknowledge and communicate the impacts of the war and pivot commercial strategy.

Google Revamps Analytics to End IP Address Logging

Google is sunsetting its Universal Analytics product in favor of Google Analytics 4, which will not store site visitor IP addresses.

CX Today Demands Hyper-Personalization, Kustomer Speakers Assert at CX Connect

Personalization is customers' top priority when dealing with companies, and CX organizations need to make that a priority, according to Kustomer research presented on CX Connect's third day.

Our New Normal Is a De-Centered Contact Center, CX Connect Speaker Stresses

Contact centers in the post-COVID world will not be centralized, and companies need to be prepared for them to offer frictionless service, Alvaria CTO stresses during CX Connect's day three opening session.

CX Connect Speaker Identifies the Five Customer Experience Traps That Derail Company Growth

Zendesk marketing leader Josh Bean says high-performing companies value CX, while low-performing ones fall into several traps.

Don't Forget Employees in the Experience Equation, CX Connect Speaker Urges

Companies can't treat customer and employee experiences in isolation; they are part of the Total Experience, CSG exec says in CX Connect Day 2 Opener.