The Leading Companies and Hottest Trends and Technologies in Customer Service, Marketing, and Sales: The 2021 CRM Top 100
CRM presents its third annual rundown of the leading companies and hottest trends in customer relationship management.
The Top Customer Service Trends: Digital Channels Overtake Service Options
Despite interactions moving online, the human connection is still vital.
The Top Marketing Trends: AI and Automation Drive Digital Interactions
Artificial intelligence now controls many aspects of marketing.
The Top Sales Trends: Digital Technology and Social Issues Drive Dramatic Changes in Sales
Low pricing and high quality become less vital to sales' success or failure
STIR/SHAKEN Is Now in Effect, but It’s Not Moving Me Yet
Something needs to be done to stop robocalls and scam calls.
Social CRM: Your Voice for Sharing Subject Matter Expertise
Potential buyers are turning to lots of influencers. You need to make them advocates for you.
The Transformational Value of Interaction Analytics
With so much in flux, IA can alert executives about the state of their customers and employees
The Last Line
Are Customer Service Metrics Gauging the Right Things?
We could be getting trapped by our historical systems of measurement.
Companies Must Compete on Decision Velocity
To those who can make faster, more accurate decisions, time is a friend.
4 Trends in Digital CX Point to Some Progress
Beefed-up design teams and better digital accessibility are critical, Forrester says.
AI, ABM Strategies Aren’t Just for Marketing
Gartner says sales teams can also apply artificial intelligence and account-based strategies to their craft.
Digital Experiences Don’t Impact Purchase Decisions
Gartner research shows CMOs must rethink their digital strategies.
Google Delays Cookie Phaseout
Google is pushing back its plan to do away with third-party cookies by two years.
How to Fuel AI-Powered Marketing
Forrester lays out a game plan to help B2B marketers cast their nets.
Required Reading: Keys to Shaping Unbreakable Bonds
CX transformation will help companies forge deeper customer relationships.
Great American Home Stores Shift to Digital
The retailer built its business during the pandemic with LeadsRx
Qualfon Keeps a Closer Eye on its Agents
Observe.AI is helping the outsourcer coach agents more effectively