CRM Covers
for qualified subscribers
Subscribe Now Current Issue Past Issues
CRM Case Studies

WestJet Customer Satisfaction Takes Off

The small airline benefits from a bot built by Netomi for Facebook Messenger

Speech Analytics Boosts Customer Service for Bluegrass Cellular

Calabrio helps the wireless carrier increase lower-cost Level 1 support

Navy Federal Deploys Verint for COVID-19 Response

The credit union turned to Verint's analytics to address changing business conditions

When It Comes to Communications, Twilio Has Insurance Firm Covered

Cover Financial is benefiting from Twilio's Flex cloud-based platform

CRM Columns

With Big Data, Big Isn’t Necessarily Better

The specific kinds of data matter—the kinds that generate insights

As Agents Already Know, Emotional Work Is Real Work

Compassion fatigue can be a big issue in contact centers

Automation Is the Future of CX

Why every enterprise will design for self-driving, self-learning, and self-healing sentience

How to Price Right the First Time—and Deliver Value to Customers

Get the margins you require while building strong customer relationships

Reports & Research

Tackling the Customer Data Challenge through Customer API360


7 Guidelines for Customer Data Integration: A Pragmatist's Guide to Delivering Tangible Results Quickly


Better Contact Center Reporting: A Roadmap to Improving Analytics to Drive Key Business Objectives


Empower the Modern and Agile Agent Workforce


Create high value customer experiences in the field like HP Indigo


The role of chat bots in field service organizations


2020 Gartner Magic Quadrant CRM for Customer Engagement Center


The secret sauce helping CX leaders create loyal clients: Convenience


The communications revolution: How businesses create value through empathy and impactful engagement


Supercharging customer service: Reimagining the operator experience at Grocery Outlet


2020 IDC Perspective: Customer Service and the Future of Work


Discover 6 best practices of field service leaders


CORINIUM: The Customer Experience Perspective


Forrester Study: Business Value of ServiceNow Customer Service Management


Driving Radical Customer Service Innovation: Move beyond operational demands to deliver proactive strategies that drive business growth


The Road to Transforming the Customer Service Experience: Investing in great outcomes for employees and customers


The State of the Contact Center: Embracing the Evolving World of Work


The Difference Between Customer Experience and Customer Feedback - Why surveys alone paint an incomplete picture