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Columns/Departments

Some CRM Advice for the New Congress

Consumer privacy and security should become big priorities.

Creating Customer Experiences That Amaze (and Don’t Suck)

There are many ways to craft—or undermine—a thrilling CX.

Interaction Analytics Helps Companies Hear their Customers

These solutions can be a company's eyes and ears on both customers and employees.

Making Work Worth It

How to get people to want their jobs.

2023: A Year of Reckoning for CX Programs

CX programs that help companies restart the CX growth engine—and have the data to prove it—will thrive, despite corporate belt tightening.

2023 Is Not the Time to Underinvest in Sales Enablement

Cutting your way to revenue success in a down economy doesn't work.

You Need to Be on B2B Marketplaces

Roughly 40 percent of businesses now purchase as much as half of their goods and services through B2B marketplaces, and that figure will only grow.

Automation Is a Choice, Privacy Is Under Siege, and Other Final Nuggets

Our Last Line columnist delivers his last lines for CRM.

CRM: System of Record or System of Engagement?

A survey reveals that how CRM is used can have a meaningful impact on sales.

What the Metaverse Can Learn from CRM and the Dotcom Bust

The metaverse has enormous potential, but successful applications won't simply happen.

Integrating CRM Data into the Enterprise

AI and analytics present a bounty of ways to leverage CRM data across your business.

CX is Getting More Complex. Are You Ready?

Heightened customer demand is creating new issues and driving the creation of new tools.

Please, Just Give Us All the Information We Need

To win the American people's vote (i.e., business), companies need to do a much better job of educating them.

Inclusive Experiences Start With Inclusive Language

Companies have learned and are demonstrating that words matter.

Reinforcing the ‘R’ in CRM

Companies need to embrace the role of relationships in driving digital and business transformation.

Creating Customer Experiences that Endure

They need a foundation built on orchestrated systems, processes, and technologies.

Five Collaboration Strategies to Power Your CX Transformation

What do successful CX functions do differently? Build coalitions around core business competencies.

How Artificial Intelligence Is Transforming CX

Contact center systems were long overdue for a major refresh. AI is obliging.

Are Robots Turning into Us, or Us into Them?

Automation technologies seem intent on turning reps and agents more and more robotic.

The Industry Outlook Is Rosy, and We Have the Numbers to Prove It

Across each CRM technology sector, the worldwide market valuation is rising, and the upsurge is expected to continue.