CRM Featured Articles

S&P Links CX to Equity and Credit Performance

A customer experience focus can improve companies' equity and credit performance, a new study from S&P found.

Frost & Sullivan Urges Retailers to Build Loyalty with Customer Data

Voice of the customer data offers retailers deep insights into customer behavior and preferences, Frost & Sullivan notes in a report.

Five9 and Zoom Terminate Acquisition Deal

Five9's shareholders fail to approve the $14.7 billion sale to Zoom announced in July.

Customers Seek Comfort in This Year's Loyalty Leaders, Brand Keys Finds

Brand Keys Loyalty Leaders 2021 List shows consumers want a return to normalcy after 18 months of COVID turmoil.

Leaders in Cloud Adoption Achieve 10 Times Greater ROI, Wipro Finds

Research by consulting firm Wipro found that cloud solutions are being used more for revenue and profitability than for cost savings and agility.

Apple iOS 15 Launches, Leaving Many Marketers Scrambling

Apple's iOS 15 offers new privacy features, like Mail Privacy Protection, which affects how marketers see email open rates.

Digital Transformation Is Linked to Financial Performance

A study by Valoir finds companies further along with digital transformation achieve nearly twice the revenue growth of those lagging behind.

Intuit to Acquire Mailchimp for $12 Billion

Intuit hopes to offer end-to-end business solutions for small and midsized companies as a result of its acquisition of Mailchimp.

Consumer Spending on Subscriptions Rises, Posing Challenges for Businesses

West Monroe found that subscriptions are on the rise, but providers need to be careful that customers don't think too much about them.

Gartner's Tips for Building a Lasting Marketing Framework

Gartner Marketing Symposium day 3 speakers urge better use of data to steer marketing decisions.

Ditgital Marketing Initiatives Slow to Take Hold, Gartner Reports

Digital transformation, marketplaces, and unified commerce will challenge companies for years to come, Gartner Marketing Symposium speakers contend.

Marketing Is Vital for Organizations to Flourish in Challenging Times, Gartner Marketing Symposium Keynoter Says

Marketing leaders need to be stewards of customer relationships and the data that goes with them, speakers on the opening day of the Gartner Marketing Symposium stressed.

CRM Magazine Names Its 2021 Industry Leaders

CRM's 20th annual Industry Awards highlight the leading technology providers in 10 product categories.

Case Management, Agent Desktop, Collaboration Tools, Online Portals, and Unified Communications Deliver the Most Value for CX

Gartner says customer service to significantly increase investments in chatbots, AI, and analytics.

Credit Card Issuers Struggle to Meet Customer Expectations

Customer satisfaction declines show financial firms are struggling to meet customer needs in a volatile economy, J.D. Power found.

ACSI Decline Halts, But No Gains Seen

The American Consumer Satisfaction Index held steady after a long period of decline, but the lack of upward movement is cause for concern.

Salesforce Reveals Its Plans for Slack Integration

Salesforce's initial plans call for integrating Slack into Sales Cloud, Marketing Cloud, Service Cloud, and Tableau.

COPC Updates Customer Experience Standard

Version 7.0 of the COPC Customer Experience Standard includes new best practices related to digital customer service interactions.

Verint Acquires Conversocial for $50 Million

Conversocial gives Verint added social and messaging channels and conversational AI capabilities.

Forrester: Customer Experience Improvements to Be a Key Priority for the Next 2 Years

As COVID-19 recovery begins, businesses will need to adapt their customer experiences and put a priority on improvements, Forrester notes in its 2021 Annual Global Marketing Survey report.