July/August 2020
Magazine Features
The Leading Companies and Hottest Trends and Technologies in Customer Service, Marketing, and Sales: The 2020 CRM Top 100
the Editors //
27 Jul 2020
CRM presents its second annual rundown of the leading companies and hottest trends in customer relationship management
The Top Customer Service Trends: Contact Centers Grow Use of the Cloud, AI, and Other Technologies
Phillip Britt //
27 Jul 2020
COVID-inspired remote workforces force contact centers out of their on-premises comfort zones
The Top Marketing Trends: Automation and AI Are the 'New Normal'
Linda Pophal //
27 Jul 2020
Marketers will continue to lean on chatbots, voice search, artificial intelligence, and video in the post-COVID world
The Top Sales Trends: COVID-19 Drives Changes to Sales Solution Road Maps
Paul Korzeniowski //
27 Jul 2020
The new normal demands sales solutions with robust collaboration, price monitoring, sales performance, digitization, and automation features
The 2020 CRM Top 100 Companies in Customer Service, Marketing, and Sales
the Editors //
27 Jul 2020
CRM presents its second annual list of the 100 leading vendors in customer relationship management
Front Office
Coronavirus Shows the Value of CRM
Leonard Klie //
27 Jul 2020
It has become even more essential to maintain positive relationships with each and every existing customer. Today's CRM systems can help.
Reality Check
Debug the Sales Process Now
Jim Dickie //
27 Jul 2020
Analytics can bring some clarity in a period of massive uncertainty
The Tipping Point
How to Price Right the First Time—and Deliver Value to Customers
Paul Harney //
27 Jul 2020
Get the margins you require while building strong customer relationships
Connect
With Big Data, Big Isn’t Necessarily Better
Paul Greenberg //
07 Aug 2020
The specific kinds of data matter—the kinds that generate insights
The Last Line
As Agents Already Know, Emotional Work Is Real Work
Ian Jacobs //
07 Aug 2020
Compassion fatigue can be a big issue in contact centers
Customer Experience
Automation Is the Future of CX
R "Ray" Wang //
27 Jul 2020
Why every enterprise will design for self-driving, self-learning, and self-healing sentience
Insight
CMOs Not Optimistic in Post-COVID Era
Leonard Klie //
27 Jul 2020
West Monroe survey shows marketing leaders fear longer recovery
On the (Online) Scene: Medallia, Talkdesk, Verint, Genesys, and Pegasystems Hold Virtual Events
27 Jul 2020
Amid the pandemic, the conference season moved online. Our roundup of the virtual happenings this spring.
Required Reading: Your Customers Need to See You on the Internet
Leonard Klie //
27 Jul 2020
Digital marketing is a necessity because consumers are online
Social Media Is No Longer an Imperative
Phillip Britt //
27 Jul 2020
Forrester says it's OK for companies to break up with social media
The Pandemic Can’t Subvert Customer-Centricity
Phillip Britt //
27 Jul 2020
Customers need to remain at the heart of contact center interactions, CCW advocates
REAL ROI
Speech Analytics Boosts Customer Service for Bluegrass Cellular
Phillip Britt //
27 Jul 2020
Calabrio helps the wireless carrier increase lower-cost Level 1 support
WestJet Customer Satisfaction Takes Off
Phillip Britt //
27 Jul 2020
The small airline benefits from a bot built by Netomi for Facebook Messenger