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SMB and Mid-Market CRM

Adoption of Customer Relationship Management (CRM) technology is essential to small and medium-sized businesses. Over time, more platforms and resources have become available to organizations of all sizes. Get in-depth analysis and advice and learn more about CRM for small and mid-sized businesses from CRM Magazine.

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GEO Is Superseding SEO

Generative engine optimization demands a fundamental shift in marketing strategy.

Linda Pophal // 02 Mar 2026

Who Owns the Customer Experience?

The CRM tech stack is coming together, which complicates the ownership debate.

Phillip Britt // 02 Mar 2026

Pending Legislation Could Upend AI in CRM

Government regulators are turning their attention to artificial intelligence in customer interactions.

Phillip Britt // 23 Jan 2026

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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The Four Pillars of AI-Driven CX: Turning Technology into Trust

Here's how to deliver faster, smarter, and more empathetic customer experiences that drive measurable business outcomes.

Marie-Louise Gaughan // 13 Mar 2026

Why AI Pilots Rarely Scale, and How Design Discipline Can Fix That

The gap between experimentation and impact remains wide. Here's how to move from pilot to performance.

Sumit Arora // 05 Mar 2026

The New Customer Journey: How AI Search Engines Are Rewriting the Marketing Funnel

The model where brands optimized to appear in search results is giving way to an environment where AI intermediaries provide synthesized answers.

Jovana Zrnic // 26 Feb 2026

Sales Workflow Intelligence: Reduce Friction and Close Deals Faster

Here's how to use CRM data and AI insights to identify bottlenecks, automate administrative tasks, and make strategic decisions based on what actually drives revenue.

Kevin Randolph // 25 Feb 2026
News
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I Own My Own Experiences

No one department should have exclusive responsibility for the customer experience.

Leonard Klie // 04 Mar 2026

How Does CRM Affect Private Equity Investment?

Investors need a window into the health of a business.

Danny Estrada // 18 Feb 2026

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

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
Reports & Research
Buyer's Guide Partners