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Customer Data Analytics

Customer Relationship Management (CRM) data analytics, or customer analytics, is a critical element of CRM. Learn to quickly identify and solve customer-facing business problems by collecting, organizing, and analyzing customer data captured throughout an organization. Explore our latest customer analytics news, analysis, and advice.

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Friction Mapping Moves to CRM to Spot Customer Pain Points

Customer journey technology evolves to home in on customer service breakdowns.

Phillip Britt // 06 Jul 2026

Dynamic Content Delivery Fuels the Ultimate Hyper-Personalization

Content is still king, but only when it meets the right customer at the right time and place.

Phillip Britt // 06 Jul 2026

Why Your Primary Focus Should Be on Customer Retention

The shift away from new customer acquisition is finally taking hold.

Linda Pophal // 06 Jul 2026

Location Becomes Less Important in Outsourcing Decisions

Despite a push to repatriate contact center jobs, companies are placing other considerations above country.

Phillip Britt // 01 Jun 2026
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Building CRM Around Product Ownership

Manufacturers should build customer data around product ownership instead of the initial sale, creating a stronger foundation for service, support, and long-term customer engagement.

Nithesh C. Nekkanti // 20 Aug 2026

Complex CX Is Where AI Agents Still Struggle

Complexity can come in all shapes and sizes, Here's a guide to the many pitfalls AI agents can face.

Juan Jaysingh // 18 Aug 2026

Make Your CRM the First Compliance Checkpoint 

Automated, embedded compliance screening lets deals move at the pace they already do, without the blind spots.

Jackson Wood // 13 Aug 2026

The Pope Got Hung Up On. Your AI Stack Could Be Why.

The accountability gap the Pope describes is an AI architectural failure that will define the next phase of customer service AI.

Vasili Triant // 11 Aug 2026
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The CX Leader’s Guide to 2027 Budget Planning: Invest to Scale Your AI Foundation

Build AI-powered CX systems that turn signals into consistent action.

Senem Guler Biyikli // 03 Aug 2026

The Contact Center Attrition Test

Here's a metric that should be getting more attention.

Ian Jacobs // 30 Jun 2026

7 Agentic AI Lessons We've Learned

Map out your processes and journeys now.

R "Ray" Wang // 07 Jul 2026

The Debate Around Dynamic Capabilities

Dynamic pricing models might be unfair, but what's a lot less ambiguous is how companies can use CRM data to dynamically alter other aspects of the customer experience.

Leonard Klie // 13 Jul 2026
Case Studies
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Buyer's Guide Partners