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Magazine Features

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

Natural Language Works with More Than IVRs

Companies with high interaction volume can look to natural language understanding to help with the surge.

Tips for Battling Bias in AI-Based Personalization

Being aware of human flaws could lessen the chance of them becoming damaging technology flaws

The Keys to Identifying Underserved Markets

Data analytics, mapping software, social media tools, and personas help marketers identify new customer groups.

Engagement Hubs Put Customers at the Center

CEH technology emerges to connect multiple customer-facing systems.

The Key to Keeping CRM in Sync

Which departments should be aligned, and which technologies can bring them all together?

Marketers Move to Chart Journeys in Real Time

Speed becomes an essential element of customer journey analytics.

Contact Center Infrastructure: It's Time to Assess Your Tools and Technology

Weigh your capabilities, identify weaknesses, and implement multichannel solutions that keep pace with industry standards and consumer expectations.

Shining a Light on the Dark Funnel

Marketing and sales professionals can't keep looking at customer journeys as linear.

Marketing Is Turning to AI for Customer Acquisition

Artificial intelligence and machine learning are not new, but marketing have begun using the technologies to identify and target new business.

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

For Contact Centers, Going Remote Wasn’t Easy, but Opportunities Emerged

Companies looking to continue with work-from-home models need to continue focusing on security, quality assurance, and training

Technology Alternatives to the Third-Party Cookie

Marketers need to be more proactive and attentive to privacy concerns.

Tips for Remote Selling During and After COVID-19

New channels have surely emerged, but existing customers keep their value.

SEO Success Is a Moving Target, but Good Content Will Always Be Crucial

To keep up with Google's algorithm updates, marketers should prioritize content quality and understand user intent