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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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Customer Success Platforms Enable Hyper-Personalization

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

Linda Pophal // 01 Oct 2025

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.

Phillip Britt // 01 Oct 2025

Analytics Move to the Hiring Process

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

Phillip Britt // 01 Oct 2025

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.

the Editors // 02 Sep 2025
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How to Build CRM AI That Sales and Marketing Teams Want to Use

CRM leaders can't scale AI impact until frontline users trust it. Here's how to shift from skepticism to success.

Kris Melville // 31 Oct 2025

The Rise of AI Twins: Why Agentic Automation Will Put the CR Back In CRM

AI will finally fulfill the 30-year-old promise that CRM is the enterprise connection to the customer.

John Arnold // 28 Oct 2025

The Connected Holiday: CRM Strategies for 2025

Craft a holistic holiday experience that meets shoppers where they are and nudges them forward at every step.

Mariana Skinner // 23 Oct 2025

4 Ways Corporate Call Centers Are Using AI Today

Executives experiencing AI FOMO should take heed to the AI projects that are succeeding.

Bing Wu // 21 Oct 2025
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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?

Ian Jacobs // 29 Oct 2025

Quiet CX Upgrades You’re Skipping While Chasing AI Fireworks

There are simple fixes that are surprisingly effective.

Ian Jacobs // 12 Sep 2025

AI ‘Exponentials’ Will Rule the World

Highly effective tiny teams will be nimbler than the legacy behemoths.

R "Ray" Wang // 02 Oct 2025

AI Alone Can’t Do It All

Humans still need to be in the loop. Plus: We fondly remember a visionary colleague.

Leonard Klie // 03 Oct 2025
Case Studies
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Buyer's Guide Partners