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CRM Case Studies

MaritzCX Energizes Reliant’s Customer Experience

The company has experienced success by adopting a customer-centric DNA

Diane von Furstenberg Raises Revenue with Personalization

After an online overhaul, Qubit Pro and Qubit Aura were used to create seamless multichannel visitor journeys

Vertafore Ensures Great CX with NewVoiceMedia

The insurance software company has raised CSAT scores, reduced hold times, and increased chat interactions

GardaWorld Freshens Its Service Capabilities

Freshworks helps the armored car services provider keep the money moving

CRM Columns

Yes, Companies Can Influence Customer Emotion

How experiences make customers feel is crucial. Ignore that at your own peril.

Use Business Cases as an Opening and Closing Tool

They are a perfect way to assist your customer in due diligence while building trust

New Workforce Management Transfers Power to Agents

With flex staffing, agents can self-serve their way to a better work-life balance

AI Is Top of Mind for Everyone in CRM

The consumer uses for AI are numerous, but just as real are the business use cases.

Reports & Research

The Art of the Perfect Sales Proposal


What's the Crucial Differentiator for Customer Experience?


4 Ways to Empower Agents to Deliver Great Customer Experiences


9 Reasons to Make the Move to a Cloud Contact Center


Why Now is the Time to Move Your Enterprise Contact Center to the Cloud


The Future is Now: Creating an Intelligent Cloud Contact Center to Deliver Exceptional Customer Experiences


GDPR One Year Later – Where do we go from here?


The KPIs Top MSPs Rely on for Success & How to Use Them in Your Business


Forrester TEI: Business Value of ServiceNow Customer Service Management


Driving Radical Customer Service Innovation


The Road to Transforming the Customer Service Experience


Make Journey Mapping Your Secret to Outstanding Customer Service


ABERDEEN STUDY: Four Transformative Best Practices for Future-Ready Customer Service Experiences