CRM Integration Articles, Analysis, and News

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.

Leonard Klie // 10 Jan 2020

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

Paul Korzeniowski // 10 Jan 2020

Channels Collide as Physical and Digital Converge

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

Phillip Britt // 10 Jan 2020

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.

Phillip Britt // 26 Nov 2019

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.

Adam Dorfman // 20 Jan 2020

How Microlearning Makes Your Sales and Service Teams Customer-Ready

It is scientifically proven to increase knowledge retention and praised for its ability to pinpoint employees' strengths and weaknesses. But even as microlearning is increasingly embraced, its definition and value is still vastly misunderstood. Here we debunk five common myths about this innovative learning approach.

Jim Bowley // 13 Jan 2020

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.

Adam Plummer // 07 Jan 2020

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.

Matt Moody // 02 Jan 2020

Front Office

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.

Leonard Klie // 23 Jan 2020

Voice of the Customer

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

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

Patrick Gibbons // 10 Jan 2020

Front Office

Why Are We Still Talking about Silo Busting (Among Other Things)?

While some of the predictions for 2020 involve revolutionary, cutting-edge technologies like blockchain, advanced analytics, and artificial intelligence, many more of the predictions involve strategies and technologies that have been around for years but have yet to be adopted.

Leonard Klie // 16 Dec 2019