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CRM Cover

November 2019

Magazine Features

When It Comes to Texting, Companies Need to Strike a Balance

Texting is a viable business communications tool, but inefficiencies still abound

It’s Not Too Late to Add Text Messaging to Your Marketing Strategy

Customers are showing a growing acceptance of text messaging by businesses

Businesses See a Sales Lift with Texting

Many companies are converting leads to sales with SMS outreach

Front Office

Luddites Like Me Like Personal Interactions

Any texts I receive from companies must be relevant, must provide value, and must be personalized.

Reality Check

Early Adopters of AI for Sales See Tangible Results

Vendors are investing heavily in AI, and early returns suggest it's paying off already

The Tipping Point

Make Your Business Case an Offer They Can’t Refuse

This means accurately assessing how things are, demonstrating how they can approve, and then showing your work. Make your business case so strong an argument for your offer that no one can deny its overall value.

Scouting Report

The Workforce Optimization Market Adapts to Ever-Changing Rules of the Road

A rapidly changing business landscape, featuring AI, automation, and employee-centricity, leads to complex customer journeys for vendors and companies alike

The Last Line

To Truly Work, AI Needs to Get Really Personal

Artificial intelligence must do more than reflect back what it thinks it knows about us

Customer Experience

Is Net Promoter Score Right for You?

Loyalty and CX are not the same thing

Voice of the Customer

X-Data + O-Data = Better Customer Journeys

Combining experience data and operational data can make a big difference for your customers

Insight

Forrester Advocates for CMO-CIO Alignment

CMOs need to work more closely with their CIO counterparts, a new report asserts

Four Tech Trends That Will Transform Marketing Ecosystems

Gartner hypes AI and blockchain for digital marketing and advertising investments

Mobile-Friendly Websites Are Now Essential

The need for mobile access is greater than ever, but research shows that most sites miss the mark

Sales Training, Coaching Will Benefit from AI

Gartner expects artificial intelligence to make training more personalized

REAL ROI

Acobot Captures Thousands of Leads for Skyfi Labs

The vendor's AI chatbot brought in more than 19,000 sales leads within the first 150 days

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.

NICE Performance Manager Helps Mapfre Engage Agents

The vendor's solution helps agents set and stick to performance goals

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