Top Companies Consider Values, Not Just Value
Consumers prefer doing business with firms with a conscience, Accenture finds
Aggressive Negotiations Are Still Key to Sales Success
Sales leaders who dictate the terms of deals have a better chance of closing them
Sales Analytics Show Strong ROI, Gartner Finds
Coaching and skills development uses deliver the largest benefit
Consumers Fear Facial Recognition
A GetApp survey finds consumers wary of firms capturing such personal data
Browsers Respond to Consumer Distaste for Cookies
Google is following Apple's and Mozilla's moves to block third-party cookies, but what are the alternatives?
Required Reading: Put Customers in the Driver’s Seat
Companies need to spend time with customers to avoid disruption
Transparency Is Critical to Resolve Privacy-Personalization Paradox
Companies need to be up front with consumers before collecting personal information
Marketing Spending Expected to Grow This Year
Winterberry expects marketing investment to hit $390 billion, up 7 percent
Shoppers Place Growing Emphasis on Convenience
97 percent of consumers have backed out of inconvenient purchases, NRF reports
Customer Experience Measurement Must Be Consistent
Those who understand customer experience's impacts get bigger budgets, Gartner finds
B2B Needs to Align Digital and Humans
Sales require a human-centered approach supported by technology, Accenture finds
Required Reading: Dialogue Is the Key to Retail Sales Success
The need to adapt communications strategies is non-negotiable
CX Leaders Struggle to Show the ROI
Communicating the benefits of their CRM investments eludes many, West Monroe researchers find
CCPA Is Now in Effect
California's consumer privacy law took effect Jan. 1
What Lies Ahead for CRM?
CRM industry insiders share their predictions for 2020.
Gartner 2019 Magic Quadrant for Contact Center as a Service
In the 2019 Gartner Magic Quadrant report for CaaS, you'll learn how contact center solutions measure up. You will also discover why now might be the right time to update your contact center.
Required Reading: Journey Mapping Must Bring Customer-Focused Change
In their new book, How Hard Is It to Be Your Customer? Using Journey Mapping to Drive Customer-Focused Change, co-authors Jim Tincher and Nicole Newton of Heart of the Customer note that 65 percent of customer journey mapping projects fail to drive change.
Gartner Hypes Blockchain as a Sales Tool
A handful of technologies are on the brink of making a splash in CRM sales technology but are still five to 10 years away from any significant adoption, according to Gartner, which recently released its "Hype Cycle for CRM Sales Technology" report.
Brand Management a Challenge, Gartner Survey Shows
Even though global brand management is critical for company success, more than one-third (35 percent) of companies struggle with it, Gartner reports in its most recent brand survey.
Forrester Uncovers Customer-Marketing Disconnect
When marketers began to build customer profiles and personalize interactions, they had good intentions, but inadvertently, many of those efforts have led to creepy and even harmful experiences, Forrester Research contends in a new report.