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June 01, 2016

CRM Featured Articles

At CSE Day 3, Omnichannel Customer Service Remains Elusive

Only 3 percent of all companies can start a customer interaction on one channel and seamlessly move to another channel, while still maintaining all the context of the previous interactions. (Featured on

CRM Evolution 2016: Great Digital Experiences Can Require a Culture Change

Companies that resist digital transformation may need their mind-set disrupted.

At Customer Service Experience Day 2, Knowledge Plays a Powerful Role

Contact centers have a crucial need for knowledge management, but other technologies are also key. (Featured on

CRM Evolution 2016: Marketers Stress Getting Personal with Customers

In connecting with customers, companies should reach out on a human level: telling stories, creating personas, and building loyalty and trust.

Salesforce Introduces Lightning Snap-Ins for the Service Cloud

To deliver a more seamless cross-device experience for customers, Salesforce has introduced Snap-In SDKs for the Web and for mobile devices. (Featured on


Today’s Sales Success Requires a CRM Mind-Set

A consultative, collaborative approach is key to training better sales reps and forging stronger customer relationships.

It Takes Effort to Use Customer Effort

Customer effort scores can be used to improve customer service, but only if used properly. (Featured on


Boost Slumping Sales With Video

Sales organizations can gain an edge on competitors by supplementing email and phone calls with video presentations

Pint of View

Marketing Is Magic!

How else do you make something out of nothing?

CRM Across the Wire

IBM Gives Watson Capabilities to Twilio Developers

IBM adds sentiment analysis to Twilio's developer platform.

Google Taps Merkle as Partner for Customer Match Launch

Merkle's first-party data can be further segmented with Google Customer Match.

LiveRamp Extends Partnership with Google

The latest integration brings in data from Google Customer Match.

SalesPredict Partners with TechnologyAdvice

The partnership between SalesPredict and TechnologyAdvice uses predictive demand generation to score leads.

Infer Releases Glance for Salesforce

New Infer Glance predictive app makes insights about customers and prospects more discoverable and actionable.

Mintigo Partners with Madison Logic

The partnership between Mtingo and Madison Logic makes account-based marketing seamless between the two companies' solutions.

LogMeIn Launches BoldChat 10.0

LogMeIn expands omnichannel customer engagement with BoldChat 10.0. (Featured on