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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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Customer Service Becomes a Marketing Tool

As businesses today compete on customer experience (CX), marketers have a tremendous opportunity to leverage effective customer problem resolution to increase loyalty and, potentially, sales. This approach integrates marketing and customer service in the ways that CRM always promised.

Phillip Britt // 26 Nov 2019

Tips to Avoid Drowning in Data

Having tons of customer data means nothing unless companies can turn it into actionable intelligence that they can use to influence or alter the bottom line. That translation might not happen immediately, but it has to happen eventually if data projects are to sustain themselves.

Phillip Britt // 26 Nov 2019

When It Comes to Texting, Companies Need to Strike a Balance

Texting is a viable business communications tool, but inefficiencies still abound

Paul Korzeniowski // 28 Oct 2019

It’s Not Too Late to Add Text Messaging to Your Marketing Strategy

Customers are showing a growing acceptance of text messaging by businesses

Mary Shacklett // 28 Oct 2019
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How to Get the Marketing Performance Insights Your Team Needs

Multi-touch attribution breaks down organizational silos, providing a holistic picture of performance that enables everyone to work toward shared goals, as well as the actionable information that marketers at all levels need to be effective.

Moira Freeman // 05 Dec 2019

Customer Data Platforms: Striving for a Single View of the Customer

To marketers trying to swim through a flood of disconnected customer data, a CDP can look like the life preserver needed for them to stay afloat. And if it is the real deal, it can be. Here's a look at the CDP field today.

Augie MacCurrach // 26 Nov 2019

Where CRM Went Wrong (and How to Fix It)

Are you tired of sales software that seems stuck in the '80s and '90s? Join the #NoCRM Revolution, which is less about abandoning CRM and more about finding ways to unfetter your sales teams so that they can deliver real value.

Trevor Templar // 22 Nov 2019

Make Your Email Preference Center a Priority and Your Customers Will Reward You

The email preference center represents the best of both worlds: Prospects and customers can control the communications they receive, and marketers get to send better-quality, more targeted communications.

Jason Lark // 19 Nov 2019
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The Hybrid Contact Center Workforce of 2030

Make way for the ‘interaction center,' staffed with humans, IVAs, and robots

Donna Fluss // 26 Nov 2019

3 CRM Lessons From This Year’s Conferences

Some key themes kept coming up among the CRM intelligentsia

Brent Leary // 26 Nov 2019

How AI Is Impacting CRM (Already)

More customer data leads to smarter AI, and the sky's the limit

Barton Goldenberg // 26 Nov 2019

Analyzing CX Means Looking at the High Points, Wherever They Are

How customers feel at the end of interactions is only part of the story, not the climax

Ian Jacobs // 26 Nov 2019
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