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August 30, 2021

CRM Featured Articles

Case Management, Agent Desktop, Collaboration Tools, Online Portals, and Unified Communications Deliver the Most Value for CX

Gartner says customer service to significantly increase investments in chatbots, AI, and analytics.


B2B Marketers Should Borrow These Three B2C Approaches

Because consumer buying behaviors and expectations are shaping B2B sales, B2B marketers should rethink their demand gen methods and use B2C approaches to connect with B2B customers.

5 Signs Your Customer Support Team Needs a Chatbot

Does your customer support team need a chatbot? Probably. Here's how chatbots can benefits your team, your business, and your customers. (Featured on

CRM Across the Wire

Zendesk Acquires Cleverly and Upgrades Its Platform

Beyond the Cleverly addition, Zendesk is adding proactive messaging, reporting, and workflow tools and integrations. (Featured on

eGain Brings Knowledge Hub to SAP Store

By integrating with SAP Service Cloud, eGain Knowledge Hub can provide contextual knowledge and conversational guidance for contact center agents in the work-from-home world.

NICE Launches Enlighten AI for Complaint Management

NICE Enlighten AI enables complaint management and remediation by automating analysis of every interaction through voice and digital channels.

Qualtrics Introduces Brand Impact Simulator

Qualtrics' Brand Impact Simulator helps marketing and brand leaders identify opportunities to shift brand perception.

Medallia Announces Medallia Marketing Experience on Salesforce AppExchange

With Medallia Marketing Experience for Salesforce, users can now leverage unified data to personalize customer experiences across channels.

Marketing Resource Management Market to Be Worth $5.5 Billion by 2026

MarketsandMarkets expects marketing resource management solutions to see 11 percent CAGR over the next five years.