March 2023

Magazine Features

Marketing’s New Reality: The Metaverse

Some early adopters have seen great success, but it's important to learn all you can first.

The CRM and E-Commerce Convergence Begins

Companies benefit when customer data can inform e-commerce personalization.

Interaction Analytics Helps Improve Coaching/Training

Data-driven guidance provides a better agent and customer experience.

Front Office

Latest Technology Trends Show CRM's Versatility

Companies will only succeed in the metaverse if they have the right technology, bandwidth, and staff to sustain it.

Reality Check

5 Applications to Boost Contact Center Performance in a Tough Economy

These innovations are ready to be rolled out and are positioned to help contact center managers achieve their departmental and corporate objectives.

The Tipping Point

How Old CRM Data Can Be Made New

Your CRM platforms could be holding engagement data your sales reps can exploit now.

End Notes

Turning the (Back) Page: A Glimpse into Customer Service’s Future

CRM's new columnist has some thoughts, and here's a few about where CX is headed.

Customer Experience

How the Metaverse Will Change Everything

Leverage the technology to help you transform, or become the next Blockbuster.

Insight

B2B Marketing Should Focus on Revenue Life Cycles

Marketing strategies need to cover the entire series of customer activities, Forrester urges.

Companies Need to Do More CX and VoC Measurement

Forrester sees few companies maximizing their customer feedback programs.

For New Technology Adoption, Get Rid of the Old

Reps won't use new technologies as long as the old technology is still in place, Gartner finds.

IDC Advances the Adaptive Customer Engagement Model

The analyst firm has created a replacement for the marketing-sales funnel.

Poor Service Leaves Billions of Dollars Behind

But empowered agents can provide a big revenue boost, Forrester finds.

REAL ROI

Brimag Improves Efficiencies, NPS Scores with CommBox

Brimag Service turned to the communications platform to overcome staffing issues.

Dragon Glassware Catches Coverage with Press Hook

The glassware company used Press Hook's platform to connect with relevant publications.