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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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Ready or Not, Digital Doubles Are Here

Can your CRM handle agent-to-agent commerce?

Linda Pophal // 01 Dec 2025

White-Glove-for-All Is the Future of Customer Care

Providing a premium, highly personalized level of care to every customer is the new norm.

Phillip Britt // 01 Dec 2025

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
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How AI Is Helping Consumers and Retailers This Holiday Shopping Season

AI-powered shopping is expected to boom this season, but retail AI implementations are only as good as the data that fuels them.

Ush Shukla // 24 Nov 2025

Beyond Traffic, Trust: Time to Re-Strategize B2B engagement

When a brand has established trust in its market, potential buyers have already developed a level of familiarity with them, before a buying motion even begins.

John Steinert // 20 Nov 2025

Use CRM to Personalize the B2B Buying Journey

B2B selling is complex, requiring companies to connect with multiple parties provided by targeted sales leads, and to clearly showcase their value. 

Stephanie Burke // 18 Nov 2025

The Hidden Costs of Manual Quote-to-Cash Processes

The breaking points are predictable. Understanding them helps you spot issues before they compound.

Michael Babineau // 18 Nov 2025
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Conversation Analytics: A Necessity for AI-Enabled Customer Service

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

Donna Fluss // 05 Nov 2025

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

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

Danny Estrada // 04 Nov 2025

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
Case Studies
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Buyer's Guide Partners