CRM Resources for Small and Medium-sized Business

Friction Mapping Moves to CRM to Spot Customer Pain Points

Customer journey technology evolves to home in on customer service breakdowns.

Phillip Britt // 06 Jul 2026

Dynamic Content Delivery Fuels the Ultimate Hyper-Personalization

Content is still king, but only when it meets the right customer at the right time and place.

Phillip Britt // 06 Jul 2026

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.

Linda Pophal // 30 Apr 2026

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 Editors // 01 Apr 2026

A Martech Dilemma: Composability vs. Consolidation

This is a battle with no clear battle lines.

Mike Turner // 29 Jul 2026

AI in CRM: Where Security Risks Are Hiding

As AI agents gain autonomy inside CRM platforms, cybercriminals are exploiting hidden security risks to turn trusted CX automation into a silent gateway for customer data theft.

Beverly Nevalga // 28 Jul 2026

The Global Content Playbook: Why Brands Need Cultural Intelligence to Avoid Customer Experience Missteps

As AI enables brands to scale global content creation faster, cultural intelligence is emerging as a strategic driver to ensure multilingual content is not only linguistically accurate, but also culturally relevant.

Melissa McMahon // 22 Jul 2026