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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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AI Isn't Killing SaaS; the People Who Sold It Are

Software sales followed a simple playbook that hasn't panned out.

Bob Pedersen // 01 Jul 2026

Your Loyalty Program Isn’t Broken, the Experience Is

When customer value isn't delivered seamlessly, the impact shows up quickly in performance.

Fraser Neil // 29 Jun 2026

Every Dollar of Your Business Flows Through CPQ. AI Just Made It More Valuable and Mission Critical

With pricing complexity rising across industries, CIOs and revenue leaders face the most consequential technology decision of the next two years, and most are underestimating it.

Christopher Shutts // 24 Jun 2026

Dynamic Customer Journeys Need to Outgrow Campaign Thinking

Customer journeys rarely unfold in an orderly fashion; they're shaped by intent, timing, behavior, friction, and feedback as they happen.

Onur Alp Soner // 22 Jun 2026
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Closing the CX Divide: How Agentic AI Unifies the Front and Back Office

Back-office groups have not kept pace with improvements and innovation.

Donna Fluss // 02 Jul 2026

The Contact Center Attrition Test

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

Ian Jacobs // 30 Jun 2026

Redesigning the Frontline Sales Manager Role for the AI Era

Sales managers should be the connective tissue between leadership and sellers.

Michael Katz // 19 May 2026

Bots Get Agency, You Get Monitored

The machine gets to be the agent. The person gets to be the backup plan.

Ian Jacobs // 14 May 2026
Case Studies
Reports & Research
Buyer's Guide Partners