Analytics

CRM analytics, or customer analytics, is a critical element of customer relationship management. 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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'This Chat, Email, Text, or Social Media Post May Be Recorded for Training Purposes'

Customers are using more channels than ever to resolve customer service issues. Companies need to harness information across all of these interactions

Include Sales in Customer Intelligence

Marketing and service teams know where customers came from, but do your salespeople?

Making It Personal for Every Customer

While personalization for a small group of customers is simple, achieving personalization at scale requires a combination of strategy and technology

Digital Transformation Needs to Happen Now

The clock is ticking for companies that have been unwilling to embrace change

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To Stay Competitive Amid Digital Disruption, B2B Companies Need to Embrace Dynamic Pricing

Powerful new analytical tools can help B2Bs adjust prices to nail volume and profitability targets and tailor offerings to customer needs. But sales reps have to be on board.

Machine Learning Can Turn Your Sales Team into Closers

By drawing correlations out of massive amounts of customer data, machine learning can better inform the sales process—and enable your reps to close more deals.

The 4 Elements of Real-Time Customer Engagement

To adapt to customer moments of need, companies need strategies that enable real-time responsiveness.

7 Trends That Are Transforming Sales and Marketing

Personalization and new technologies continue to reshape the business landscape. Here are the emerging sales and marketing trends that can help you stay ahead of the competition.

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Because We Thought You Should Know

To keep customers coming back, businesses today need to know as much as they can about them

How Artificial Intelligence Can Help Transform Customer Engagement and Sales

By analyzing sentiment and contextualizing data, AI can help marketing, sales, and customer support

Speech Analytics Enters Its Next Act—Maturity

Speech and text analytics have become indispensable to the customer journey, and increased adoption and a replacement cycle are the next stage.

Effective CX Measurement Requires a CX Culture

Customer experience metrics can get in the way of delivering good experiences.

Buyer's Guide Partners
  • bpm’online
  • Cogito Corp.
  • Convergys
  • CRM Media
  • eGain
  • Genesys
  • iContact Email Marketing
  • Introhive
  • MattsenKumar LLC
  • NICE
  • Radial
  • Recurly
  • Riva CRM Integration
  • SADA Systems
  • Soffront Software, Inc.
  • SugarCRM
  • TeleNotes CRM Inc.
  • Verint® Systems
  • WORKetc