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Retail/E-Commerce CRM

Retail customer relationship management (CRM) goes beyond maintaining contact data and transaction histories. A full-featured CRM for retailers can integrate point-of-sale (POS) system data to sketch a detailed picture of customers, sales goals, and the effectiveness of marketing campaigns. Explore our latest CRM news, analysis, and advice for everyone in retail sales.

 

Features

QR Codes Failed Because the Ask Was Bigger Than the Reward. That’s Changing

After many false starts, QR codes have finally found their footing, but marketers need to treat the post-scan experience as seriously as the code itself.

The Leading Companies and Hottest Trends and Technologies in Customer Service, Marketing, and Sales: The 2026 CRM Top 100

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

The Top Customer Service Trends and Technologies for 2026: Customer Service Is Getting Supercharged

AI is opening new doors for contact center agents, managers, and customers.

The Top Sales Trends and Technologies for 2026: Traditional Sales Pillars Get Upended This Year

AI is flipping the script on decades-long sales processes and platforms.

ViewPoints

When Point of Sale Becomes a Hub for Customer Experience

Modern point-of-sale (POS) systems blur the lines between digital and physical channels, helping retail brands form authentic connections with customers.

Agentic CX & Commerce: The Next Frontier of AI-Driven Engagement

Agentic commerce does more than allow businesses to meet customers where they are; it actually acts for the buyer. 

How Functional Programming Solves E-commerce Scaling and Integration Headaches

Functional programming with languages like Elixir and Clojure transforms e-commerce scaling from a costly infrastructure problem into a disciplined, modular challenge that businesses can solve with smaller teams and less rewriting.

Did Holiday Traffic Unwrap your Experience Debt?

It's time for a debrief: Did your customers feel an experience debt, one that will be paid by you in the form lost loyalty and revenue?

Columns

AI Empowerment in Practice: Spotlight on Retail

A clothing and accessories firm gets a boost from an AI-powered CX platform.

The Marketer’s Guide to Answer Engine Optimization

Shoppers are loyal to convenience.

A Vertical Focus Is the Key to AI Adoption

Success relies on speaking the customer's language and addressing their specific needs.

Don’t Let Tariffs Sabotage Customer Service

As companies face difficult decision about fluctuating costs, it will be crucial to be transparent with customers.

Buyer's Guide Partners