July/August 2021

Magazine Features

The Leading Companies and Hottest Trends and Technologies in Customer Service, Marketing, and Sales: The 2021 CRM Top 100

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

The Top Customer Service Trends: Digital Channels Overtake Service Options

Despite interactions moving online, the human connection is still vital.

The Top Marketing Trends: AI and Automation Drive Digital Interactions

Artificial intelligence now controls many aspects of marketing.

The Top Sales Trends: Digital Technology and Social Issues Drive Dramatic Changes in Sales

Low pricing and high quality become less vital to sales' success or failure

Front Office

STIR/SHAKEN Is Now in Effect, but It’s Not Moving Me Yet

Something needs to be done to stop robocalls and scam calls.

Reality Check

Social CRM: Your Voice for Sharing Subject Matter Expertise

Potential buyers are turning to lots of influencers. You need to make them advocates for you.

Scouting Report

The Transformational Value of Interaction Analytics

With so much in flux, IA can alert executives about the state of their customers and employees

The Last Line

Are Customer Service Metrics Gauging the Right Things?

We could be getting trapped by our historical systems of measurement.

Customer Experience

Companies Must Compete on Decision Velocity

To those who can make faster, more accurate decisions, time is a friend.

Insight

4 Trends in Digital CX Point to Some Progress

Beefed-up design teams and better digital accessibility are critical, Forrester says.

AI, ABM Strategies Aren’t Just for Marketing

Gartner says sales teams can also apply artificial intelligence and account-based strategies to their craft.

Digital Experiences Don’t Impact Purchase Decisions

Gartner research shows CMOs must rethink their digital strategies.

Google Delays Cookie Phaseout

Google is pushing back its plan to do away with third-party cookies by two years.

How to Fuel AI-Powered Marketing

Forrester lays out a game plan to help B2B marketers cast their nets.

Required Reading: Keys to Shaping Unbreakable Bonds

CX transformation will help companies forge deeper customer relationships.

REAL ROI

Great American Home Stores Shift to Digital

The retailer built its business during the pandemic with LeadsRx

Qualfon Keeps a Closer Eye on its Agents

Observe.AI is helping the outsourcer coach agents more effectively