CRM Cover

August 2016

Magazine Features

The 2016 CRM Market Leaders

Our finalist and winners in nine categories show the way forward with robust solutions, success in customer engagement, and smart strategies for the future.

The 2016 CRM Market Rising Stars

Whether you need to uncover customer data hidden in emails and texts or integrate mobile wallets into your marketing campaigns, our seven Rising Stars, and their innovative solutions, have got you covered.

The 2016 CRM Market Influential Leaders

This year's crop of visionaries includes a trail-blazing retailer, a cloud innovator, a social media maestro, and a trio of hospitality disruptors.

The 2016 CRM Market Elite Customers

The three Elite Customers demonstrate the power of using CRM to problem-solve, whether it's in service of an old-media company, a technology start-up, or a digital retailer.

The 2016 CRM Market Leaders: Enterprise CRM Suite

The 2016 CRM Market Leaders: Midmarket CRM Suite

The 2016 CRM Market Leaders: Small-Business CRM Suite

The 2016 CRM Market Leaders: Sales Force Automation

The 2016 CRM Market Leaders: Incentive Management

The 2016 CRM Market Leaders: Marketing Solutions

The 2016 CRM Market Leaders: Business Intelligence

The 2016 CRM Market Leaders: Data Quality

The 2016 CRM Market Leaders: Consultancies

The 2016 CRM Market Rising Stars: Bullhorn Accelerates Sales by Analyzing Digital Conversations

The 2016 CRM Market Rising Stars: ClearSlide Enables Sales with Engagement Analytics

The 2016 CRM Market Rising Stars: Infer Adds Predictive Intelligence to Close More Deals

The 2016 CRM Market Rising Stars: NGDATA Optimizes Customers' Experiences with Timely, Relevant Offers

The 2016 CRM Market Rising Stars: SalesPredict Finds Targeted Leads for B2B Companies

The 2016 CRM Market Rising Stars: Totango Monitors Customers to Ensure They're Successful

The 2016 CRM Market Rising Stars: Vibes Integrates Mobile Messaging and Mobile Wallet into Marketing Campaigns

The 2016 CRM Market Influential Leaders: Nathan Blecharczyk, Brian Chesky, and Joe Gebbia, Cofounders, Airbnb

The 2016 CRM Market Influential Leaders: Jason Goldberger, Chief Digital Officer and President, Target.com

The 2016 CRM Market Influential Leaders: Scott McCorkle, CEO, Salesforce.com's Marketing Cloud

The 2016 CRM Market Influential Leaders: Evan Spiegel, Cofounder and CEO, Snapchat

The 2016 CRM Market Elite Customers: Boston Globe Media

BlueConic's customer engagement platform helps the media company shape content to meet reader preferences

The 2016 CRM Market Elite Customers: Doblet

Mobile phone charging provider Doblet has seen revenue increase 845 percent with Salesforce.com

The 2016 CRM Market Elite Customers: Dormify

The e-commerce home furnisher increases email revenue with the help of marketing automation provider Dotmailer

Front Office

CRM’s Next Biggest Trend: Predictive Analytics

It's like having a personal guide who tells sales and marketing professionals 'This profile is one of your best'

Reality Check

Great Customer Service Isn’t an Accident

To bring about outstanding service experiences, your employees have to actually be put in a position to deliver them

The Tipping Point

Who Are Your Most Profitable Customers?

Chances are, they're not who you think

Connect

About Those Customer Journeys…

Customer journeys are the latest source of hype, but there's a way to do them right

Pint of View

Dissin’ Franchise

What does the business model mean for customer experience?

Insight

Make Time for Just-in-Time Marketing

Companies that invest in JITM see 25 percent higher revenue growth

Mobile Analytics Needs a Reboot

While the technology is gaining traction, standard practices are insufficient

More Marketers Must Move to Mobile Technologies

Companies need to add mobile messaging to their marketing mix

Required Reading: How to Wow Your Customers

Before a company can delight its customers, it must become ‘brilliant at the basics'

Salesforce.com Acquires Demandware

The deal expands the CRM provider's presence in e-commerce

Salespeople Need Better, but Fewer, Tools

Professionals are expressing demand for digital aids that are more easily accessible and intuitive

The Next Step

Switching CRM Systems: Improve When You Move

A platform change (if you need it) signals a good time to update your processes and mind-set, too

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