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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

Customer Success Platforms Enable Hyper-Personalization

New marketing tech provides a pathway to better one-to-one outreach.

How to Advance Self-Service with the Latest Generative AI Bots

Customer self-service is better today, but it takes effort to use it successfully.

Analytics Move to the Hiring Process

Tools emerge to ensure incoming contact center agents have the right attributes.

The Best CRM Software, Solutions, and Innovators: The 2025 CRM Industry Awards

Our 24th annual awards recognize the vendors and innovators that shone the brightest in the past year.

ViewPoints

The CFO Trust Gap: Why Finance Still Doesn’t Believe in Marketing

The problem is not with marketing. It's with the marketers' data. Here's how to fix it.

Six Ways the Agentic Web Will Redefine the Brand Website

Agentic AI search will bring about a fundamental shift in websites, from an emphasis on look and feel to a priority on data and clear information.

Building Customer Trust Through a Compliance-Driven CRM Culture

A strong compliance culture doesn't just prevent risk; it strengthens the very foundation of customer trust that every successful CRM strategy depends on.

Why Data Deletion Is Still a Struggle—and What Businesses Must Do About It

Data proliferation across martech stacks, CRM systems, shadow IT, and siloed repositories has made it nearly impossible for businesses to keep track of their data. Here's the path forward.

Columns

Conversation Analytics: A Necessity for AI-Enabled Customer Service

These solutions are a foundational component for contact centers of the future.

Why Every Company Needs an Operating Model for CRM (and What That Means)

People don't use CRM the way it was intended.

If the Fast Lane Is Self-Service Bots, Then the Slow Lane Is Stewardship

Will customer support in which human agents take ownership of issues become a luxury good?

Quiet CX Upgrades You’re Skipping While Chasing AI Fireworks

There are simple fixes that are surprisingly effective.

Buyer's Guide Partners