CRM Case Studies

Arxan Nails It with Direct Mail

PFL's tactile marketing program delivers hard-to-reach customers

JOANN Gladly Crafts Personal Interaction

By moving to a modern customer service platform, the craft retailer has improved customer responsiveness

Gartner 2019 Magic Quadrant for Contact Center as a Service

In the 2019 Gartner Magic Quadrant report for CaaS, you'll learn how contact center solutions measure up. You will also discover why now might be the right time to update your contact center.

SharkNinja Operationalizes Customer Feedback

With Clarabridge Engage and Analytics, the housewares manufacturer is able to act on voice-of-the-customer data to create new products and evolve its customer experience.

CRM Columns

Let Hope, Not Hype, Be Our Guide in 2020

A big reason why innovation is so slow to take hold in the industry is the short time frame CX leaders are given to prove ROI.

How to Cut Costs With CX—and Prove It

Cutting costs in quantifiable ways is a win for customers and companies

A Simple Way to Set Your 2020 CRM Enhancement Priorities

With hundreds of sales enablement solutions from which to choose, how do you assess what you truly need?

The WFO Market Continues to Beat All Odds

Buoyed by productivity and innovation, workforce optimization remains a perennial enterprise software success story

Reports & Research

Forrester TEI: Business Value of ServiceNow Customer Service Management


Driving Radical Customer Service Innovation - Move beyond operational demands to deliver proactive strategies that drive business growth


The Road to Transforming the Customer Service Experience - Investing in great outcomes for employees and customers


Make Journey Mapping Your Secret to Outstanding Customer Service


ABERDEEN STUDY: Four Transformative Best Practices for Future-Ready Customer Service Experiences


Optimizing the Workforce: A Guide for Small and Medium-Sized Businesses


Transforming the contact center into a customer intelligence hub


4 Ways to Empower Agents to Deliver Great Customer Experiences


9 Reasons to Make the Move to a Cloud Contact Center


Why Now is the Time to Move Your Enterprise Contact Center to the Cloud


The Future is Now: Creating an Intelligent Cloud Contact Center to Deliver Exceptional Customer Experiences


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ITM Marketing

The Difference Between Customer Experience and Customer Feedback - Why surveys alone paint an incomplete picture