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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

The Leading Companies and Hottest Trends and Technologies in Customer Service, Marketing, and Sales: The 2024 CRM Top 100

CRM magazine presents its sixth annual rundown of the leading companies and hottest trends in customer relationship management.

The Top Customer Service Trends and Technologies for 2024: In Customer Service, AI Is Everywhere

Generative, conversational, predictive, and multimodal are among the AI flavors.

The Top Marketing Trends and Technologies for 2024: Marketers Adjust to Dramatic Market Shifts

AI remains a priority and a challenge.

The Top Sales Trends and Technologies for 2024: Tech Advances Let Sales Teams Thrive in a Difficult Economy

AI and omnichannel enable greater efficiency and productivity

ViewPoints

Benchmarking Generative AI Adoption in Sales

Sales leaders need a clear plan for genAI integration to drive sales and temper expectations.

IoT and CRM Synergy: Driving Customer Satisfaction to New Heights

The combination of IoT and CRM improves customer satisfaction by enabling real-time data-driven insights and customized interactions.

Are Consent Banners Really Protecting Consumer Privacy?

More companies are taking steps toward privacy, but are consent banners protecting as much as we think?

Customer Interactions: An Untapped, Overlooked Source of Marketing Insights

Customer interactions are a goldmine of marketing insights that can be unlocked using generative AI.

Columns

CRM, AI, and Technology Investment: Too Much of a Good Thing?

Despite the countless dollars companies are spending on AI, the quality of the experiences they provide to customers continues to decline.

A Practical Approach to GenAI in the Contact Center

Start slowly with the technology—but definitely start.

Meet the New ROI for AI Projects: Return on Transformation Investment (RTI)

Quantifying success in AI projects requires new techniques for measurement.

How the GenAI-Metaverse Relationship Impacts CRM

The two technologies together lead to better sales, marketing, and customer service experiences.

Buyer's Guide Partners