September 2020
Magazine Features
The Best CRM Software, Solutions, and Innovators: The 2020 CRM Industry Awards
the Editors //
31 Aug 2020
Our 19th annual awards recognize the vendors that shone the brightest during the past year.
The Best CRM Software and Solutions: The 2020 CRM Industry Leader Awards
the Editors //
31 Aug 2020
Our top five picks in 10 categories point the way forward with the best products and capabilities hitting the market in sales, marketing, and customer service.
Seven Top Innovating CRM Companies for 2020: The CRM Rising Star Awards
the Editors //
31 Aug 2020
These vendors provide the products, services, and integrations that add up to innovation in sales, marketing, and customer service.
The Best Enterprise CRM Software and Solutions: The 2020 CRM Industry Leader Awards
the Editors //
31 Aug 2020
The Best CRM for Midsize and Small Businesses: The 2020 CRM Industry Leader Awards
the Editors //
31 Aug 2020
The Best Contact Center Infrastructure: The 2020 CRM Industry Leader Awards
the Editors //
31 Aug 2020
The Best Contact Center Analytics: The 2020 CRM Industry Leader Awards
the Editors //
31 Aug 2020
The Best Workforce Optimization (WFO): The 2020 CRM Industry Leader Awards
the Editors //
31 Aug 2020
The Best Contact Center Outsourcing: The 2020 CRM Industry Leader Awards
the Editors //
31 Aug 2020
The Best Business Intelligence and Analytics: The 2020 CRM Industry Awards
the Editors //
31 Aug 2020
The Best Customer Data Platforms (CDPs): The 2020 CRM Industry Leader Awards
the Editors //
31 Aug 2020
The Best Marketing Automation Software and Solutions: The 2020 CRM Industry Leader Awards
the Editors //
31 Aug 2020
The Best Sales Force Automation (SFA) Software and Solutions: The 2020 CRM Industry Leader Awards
the Editors //
31 Aug 2020
Kustomer Offers a New Approach to Customer Information: The 2020 CRM Rising Star Awards
the Editors //
31 Aug 2020
Providing a deep level of service automation
LivePerson Brings Conversational AI to Life: The 2020 CRM Rising Star Awards
the Editors //
31 Aug 2020
Carving a niche in conversational commerce and AI
SalesLoft Presents Lofty Ideals for Sales Engagement: The 2020 CRM Rising Stars
the Editors //
31 Aug 2020
Helping sales pros generate pipeline, manage deals and forecasts, and engage customers
Sprinklr Specializes in Customer Experience, with a Sprinkle of AI: The 2020 CRM Rising Star Awards
the Editors //
31 Aug 2020
Defining value with customer experience management
Terminus Software Has No End in Sight for Its ABM Strategy: The 2020 CRM Rising Star Awards
the Editors //
31 Aug 2020
Blazing a trail in account-based marketing
Voximplant Makes Calls Smarter with AI: The 2020 CRM Rising Star Awards
the Editors //
31 Aug 2020
Accelerating voice, video, messaging, and voicebot development for the modern call center
Zoom Video Communications Enables Business to Continue During the Pandemic: The 2020 CRM Rising Star Awards
the Editors //
31 Aug 2020
Enabling businesses to connect and collaborate remotely with customers and colleagues
Front Office
Big Changes, a New Format, but Similar Results
Leonard Klie //
31 Aug 2020
This year, we simplified our awards process by asking analysts two simple questions in each of 10 categories.
Reality Check
Post-COVID-19, Contact Centers Should Reinvent Themselves
Donna Fluss //
31 Aug 2020
The pandemic has sped up changes that were overdue
The Tipping Point
To Thrive During COVID-19 Recovery, Shore Up Your CRM Foundation
Barton Goldenberg //
09 Sep 2020
Three process pillars must be in place to steady your system
Scouting Report
IVAs: The First Responders for Customer Service
Donna Fluss //
09 Sep 2020
Whether call volume surged or slowed to a trickle, intelligent assistants have proved effective on the front lines
The Last Line
Stop Trying to Make Us All Productive
Ian Jacobs //
31 Aug 2020
Instead of hyper-focusing on productivity, companies must also consider their workers' well-being
Customer Experience
Companies Have Built Up CX Equity. Here’s How They Should Use It
TJ Keitt //
31 Aug 2020
A reservoir of goodwill will be critical to bringing back customers once the crisis passes
Insight
Better Service Requires an Omnichannel Contact Center
Phillip Britt //
31 Aug 2020
A CCW Digital survey highlights the need for companies to offer more outreach channels
CCPA Enforcement Set to Begin
Leonard Klie //
31 Aug 2020
California's data rule went into effect in January, but wasn't being enforced until now
Required Reading: AI Has Complete Power Over the Customer Experience
Leonard Klie //
31 Aug 2020
Artificial intelligence and the data fed into it will be the key to good customer service
Surveys Find Shift to Virtual Events a Modest Success
Leonard Klie //
31 Aug 2020
Online conferences fail to deliver desired networking opportunities, IDC finds
Trust Is Key to Creating a Customer Bond
Phillip Britt //
31 Aug 2020
Deloitte highlights the need for companies to connect with consumers on a human level