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CRM Cover

July/August 2020

Magazine Features

The Leading Companies and Hottest Trends and Technologies in Customer Service, Marketing, and Sales: The 2020 CRM Top 100

CRM presents its second annual rundown of the leading companies and hottest trends in customer relationship management

The Top Customer Service Trends: Contact Centers Grow Use of the Cloud, AI, and Other Technologies

COVID-inspired remote workforces force contact centers out of their on-premises comfort zones

The Top Marketing Trends: Automation and AI Are the 'New Normal'

Marketers will continue to lean on chatbots, voice search, artificial intelligence, and video in the post-COVID world

The Top Sales Trends: COVID-19 Drives Changes to Sales Solution Road Maps

The new normal demands sales solutions with robust collaboration, price monitoring, sales performance, digitization, and automation features

The 2020 CRM Top 100 Companies in Customer Service, Marketing, and Sales

CRM presents its second annual list of the 100 leading vendors in customer relationship management

Front Office

Coronavirus Shows the Value of CRM

It has become even more essential to maintain positive relationships with each and every existing customer. Today's CRM systems can help.

Reality Check

Debug the Sales Process Now

Analytics can bring some clarity in a period of massive uncertainty

The Tipping Point

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

Get the margins you require while building strong customer relationships

Customer Experience

Automation Is the Future of CX

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

Insight

CMOs Not Optimistic in Post-COVID Era

West Monroe survey shows marketing leaders fear longer recovery

On the (Online) Scene: Medallia, Talkdesk, Verint, Genesys, and Pegasystems Hold Virtual Events

Amid the pandemic, the conference season moved online. Our roundup of the virtual happenings this spring.

Required Reading: Your Customers Need to See You on the Internet

Digital marketing is a necessity because consumers are online

Social Media Is No Longer an Imperative

Forrester says it's OK for companies to break up with social media

The Pandemic Can’t Subvert Customer-Centricity

Customers need to remain at the heart of contact center interactions, CCW advocates

REAL ROI

Speech Analytics Boosts Customer Service for Bluegrass Cellular

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

WestJet Customer Satisfaction Takes Off

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

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