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.


From Sales to RevOps

Companies are moving to a cross-functional approach that focuses on financial outcomes.

Account-Based Marketing Refines Its Focus

Individual buyers will continue to replace larger accounts as marketing targets.

The Struggle to Raise First-Contact Resolutions

Contact centers have struggled to limit follow-ups, but tech is increasing the odds.

The Marketing Content Continuum

How to get the most bang out of marketing messages by reusing them effectively.


Is 'Phygital' the Future of CX?

Digital tools have upgraded how we shop, but physical experiences haven't lost value. Brands need to migrate toward CX strategies that integrate physical and digital touchpoints.

The Future of Customer Experience: MACH Architecture

Customers demand a high-quality e-commerce experience, and the MACH approach can deliver. It focuses on composability and allows organizations to build a complete IT ecosystem piece by piece.

Digital Trust and the Contact Center’s Key Role

Establishing and maintaining digital trust is not just a competitive advantage, it is a business imperative. And the contact center can play a critical role in preserving consumers' trust.

Composable Commerce: A Practical Option for CX Enrichment and Future-Proofing

A fully customizable commerce stack that delivers precisely tailored experiences and supports innovation has been the goal of composable commerce strategy. Now retailers seem ready to adopt the approach.


The Metaverse and Generative AI: Where Does CRM Fit into the Picture?

The interaction of these technologies will form the future of commerce.

With CX, the Front Line Is Where the Action Is

Here's a simple approach to driving more action from your CX program.

Forrester's Three Drivers of the Best B2B Growth Engines

What causes B2B growth engines to break down, and what do the best growth engines look like?

CRM Often Can’t Get Out of First Gear

Here's how companies can get themselves back on track.

Buyer's Guide Partners