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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.

Features

2020: The 5G Revolution Begins

Wireless carriers finally begin their 5G rollouts, and the business potential is huge, as a world of new opportunities opens not just for consumers but for the companies that want to do business with them.

Customer Data Platforms Emerge as Marketing’s Latest Holy Grail

Companies adopt a new way to collect information in their ongoing quest to gain a single view of the customer

Channels Collide as Physical and Digital Converge

In 2020, customers will demand both in-store and online touchpoints

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.

ViewPoints

Why These Are the Best Times to Call Prospects in 2020

Sales development and outbound prospecting are notoriously tough jobs, and any advantage you can leverage for more conversations has exponential results for quarterly revenue. New research from ringDNA has major implications for how sales reps should spend their time.

Why Businesses Need to Manage Customer Feedback—Wherever It Appears

Your customers are giving you valuable input through formal reviews and unstructured feedback across the entire digital world. To get a complete view of customer insight, you have to think of feedback as an ecosystem, and you'll need to manage your reputation across a broad set of sites.

5 Common Sales Bottlenecks and How to Solve Them

With a few straightforward process changes, and by leveraging technology, you can progress toward eliminating bottlenecks to better optimize your time and resources. But first, you have to know what to look for.

Customer Churn Got You Down? 4 Tips to Increase Retention

Don't spend thousands of dollars trying to find and woo strangers, ignoring the people who already know your brand. Companies that neglect their fans for too long inevitably lose those valuable customers to businesses that know how to show a little appreciation.

Columns

Let Hope, Not Hype, Be Our Guide in 2020

A big reason why innovation is so slow to take hold in the industry is the short time frame CX leaders are given to prove ROI.

A Simple Way to Set Your 2020 CRM Enhancement Priorities

With hundreds of sales enablement solutions from which to choose, how do you assess what you truly need?

It’s 2020! How Did Our CX Predictions Work Out?

Let's look at how we've responded to customers' rising demands

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

Buyer's Guide Partners