CRM Resources for Small and Medium-sized Business

Friction Mapping Moves to CRM to Spot Customer Pain Points

Customer journey technology evolves to home in on customer service breakdowns.

Phillip Britt // 06 Jul 2026

Dynamic Content Delivery Fuels the Ultimate Hyper-Personalization

Content is still king, but only when it meets the right customer at the right time and place.

Phillip Britt // 06 Jul 2026

QR Codes Failed Because the Ask Was Bigger Than the Reward. That’s Changing

After many false starts, QR codes have finally found their footing, but marketers need to treat the post-scan experience as seriously as the code itself.

Linda Pophal // 30 Apr 2026

The Leading Companies and Hottest Trends and Technologies in Customer Service, Marketing, and Sales: The 2026 CRM Top 100

CRM magazine presents its eighth annual rundown of the leading companies and hottest trends in customer relationship management.

the Editors // 01 Apr 2026

Fraud Is a Revenue Problem and Your CRO Should Own It

Fraud is more than just a security failure; it is a revenue leak. Companies need to start treating it that way.

Johannes Hoech // 20 Jul 2026

Good Data Privacy Stewardship Is a Competitive Advantage for B2B Marketers

Companies that prioritize data privacy act with integrity and discipline, which carries over to other parts of the organization.

Karie Burt // 17 Jul 2026

5 Reasons AI Is Underperforming in CX, and How to Fix It

While the problem is often framed as a technology issue—a limitation of models, tools, or algorithms—that diagnosis falls short of the complete picture.

Michael Darwal // 16 Jul 2026