January/February 2022

Magazine Features

Sentiment Grows in Significance as COVID Surges

Companies see renewed interest in gaining the most from customer feedback.

Sales Embraces the Experience Economy

Virtual technologies advance to expand retail opportunities in a contact-free world.

Why You Need an Enterprise-Level Marketing Taxonomy

Cross-functional teams are the new normal in business, and data needs to follow suit.

Front Office

Things Can Only Get Better from Here—and the Future Looks Bright for the CRM Industry

2021 wasn't great, but we are cautiously optimistic that a new normal is settling into place.

Reality Check

Sales Enablement: It’s Time to Get Back to Basics

Sales success plummets when sales enablement efforts falter.

The Tipping Point

4 Ways to Optimize Your CRM for the COVID Age

Here are the lessons we've learned helping businesses weather the pandemic.

Scouting Report

WFO/WEM Solutions Prove Their Worth in a Pandemic Economy

When contact centers sent their employees home to work, workforce optimization/workforce engagement management tools helped ease the transition.

Customer Experience

B2B Marketing Executives Must Focus on These Key Trends in 2022

Marketing leaders need to put customers at the center of their strategy and operations to accelerate revenue growth in an uncertain environment.

Voice of the Customer

Beware Mediocre CX

Avoid distractions that suck the life from your customer experience programs.

Insight

A Stepped Approach Is Key to Successful Chatbots

Consumers are disappointed by chatbots, but they don't have to be, Forrester Research finds.

NFTs Continue to Gain Traction

Non-fungible tokens provide value to digital companies despite questions.

Required Reading: Keeping Pace with Customers Is a Worthy Goal

Interactions today need to be personalized, inviting, and inclusive.

Revenue Operations to Dominate Marketing Operations

‘RevTech' will be key to sales and marketing success in 2022, Dun & Bradstreet predicts.

What’s in Store for CRM in 2022?

CRM industry insiders share their thoughts about what lies ahead in the new year.

REAL ROI

Ada Helps Tile Find 291 Percent ROI

The device tracking app provider is saving money and time with a chatbot.

Tattle Puts Feedback on the Rib & Chop House Menu

Restaurant chain increases sales and customer satisfaction with Tattle customer insights.