Customer Intent: Elusive, but Not Impossible to Obtain
When it comes to customer purchases, understand why they buy, not just what
CRM in the Cloud: Which Model Is Right for You?
When looking at CRM software-as-a-service, companies have a variety of deployment options
Field Service Goes High Tech Amid the Pandemic
Advances allow for remote service delivery and better customer interactions
As Clouds Rise, Companies Need to Explore Their Options
For many businesses, cloud deployments are more cost-efficient and enable greater flexibility, reliability, agility, and security.
CRM at the Top of the Sales Funnel
Companies have big targets; so how do they hit them?
The Tipping Point
How to Regain Customer Trust in 2021
Your user experience needs to inspire user confidence.
Five Long-Term Business Lessons the Pandemic Taught Us
Here's what companies must address to thrive amid uncertainty.
The Last Line
Wake Me Up When the Chatbots Write Their Own Scripts
They're a long way from that now, but AI points toward that future
The Key to Global Success? Global CRM
Companies have to get all of their accounts rowing in the same direction.
Companies Still Not Unifying Customer Engagement Channels
Gartner urges marketers to prioritize omnichannel engagements to retain customers post-pandemic
Digital CX Tops Retail Priorities for 2021
RCP survey highlights the importance of holistic customer experience improvement
Gartner Eyes Customer Service Shift from Mobile Apps to Messaging
Changing technology landscape focuses on team building, research finds
Marketing Must Become Multilocal
Forrester emphasizes local trust amid ongoing geopolitical disruption
Required Reading: Breaking Down Conversational Artificial Intelligence
Conversational AI has been around for a while, but it's rarely been clearly explained until now
To Boost Profits, Hire and Promote Female Sellers
Forrester finds that companies with female sales leaders are 50 percent more profitable
Casey’s Is More Convenient with Mobile Apps
SAP has helped the convenience store chain build loyalty with e-commerce
Rotary Spins Out a Marketing Win with Workbooks
The outdoor equipment dealer cuts time for marketing activities
The Next Step
Algorithms and (Artificial) Intelligence: Hype vs. Reality
Understand what you have—and whether it helps you get where you want to go.