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CRM Case Studies

TENMAT Builds Revenue with PipelineDeals CRM

The manufacturing company uses its CRM to increase sales by 30 percent

Jewelry TV Unearths a Data Management Gem in Riversand

The TV retailer has tripled the amount of product information on its website

ICS+ Streamlines Its Business with Salesforce.com

The automated systems provider has broken down silos thanks to its Salesforce suite

Silicon Labs Gets More Nimble with Adobe Experience Manager

Flexibility and increased customer insight are among the benefits

CRM Columns

Paying Employees for Delivering Good CX Is a Bad Idea

Money can be a shortcut to accountability. Here's how to wean yourself off of monetary incentives

Customer Service Needs to Tackle Customer Emotion

How a customer feels about an interaction is the biggest contributor to good CX

Which CRM Features Are Small Businesses Not Taking Advantage of?

This year's version of ‘ask the vendors' examines what SMBs might be missing

Innovation Is What Makes Us Great

Customer service flourishes in a climate where people are free to innovate, and fail, and start over again

Reports & Research

Case Study: UBS Delights Clients with AI Search Technology

Attivio

Five9 Named a Leader in The Forrester Wave TM: Cloud Contact Center, Q3 2018

Five9

The 5 Essential Recipes for Digital Transformation Success

NICE InContact

3 Important Things a Chatbot Can’t Do (But an IVA Can)

Interactions