July/August 2023

Magazine Features

The Leading Companies and Hottest Trends and Technologies in Customer Service, Marketing, and Sales: The 2023 CRM Top 100

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

The Top Customer Service Trends for 2023: As Remote and Hybrid Work Continues, the Cloud and AI Loom Large

Postpandemic, the pace of technology has accelerated.

The Top Marketing Trends for 2023: AI Captures the Most Mindshare, but Marketers Have More on Their Plates

Chief among them is how to do less with more.

The Top Sales Trends for 2023: Turning Tech Tools Into Teammates

Sales reps, buyers, and technology form a three-way collaboration.

Front Office

AI Is Generating All the Buzz

Seventy-three percent of U.S. marketing professionals have reported using generative AI tools as a part of their work today.

Reality Check

Which Department Should Handle Digital Interactions?

Companies are still, surprisingly, trying to work this out.

The Tipping Point

A New CX Focus Boosts CRM in Professional Services

Firms want to stand out on customer experience, and CRM (and AI) can help.

End Notes

AI and Drive-Thrus Make a Bad Combo

AI-powered speech recognition is not up for this McChallenge.

Customer Experience

CX Leaders Must Prepare for Exponential Efficiency

Paradigm shifts await customer experience organizations.

Insight

CCW Digital Uncovers Critical Gaps in Customer Experience

CCW study on customer experience reveals an urgent need for companies to refocus on customer-centricity.

CX Quality Falls for Second Straight Year

While four in five business leaders say improving CX is a high priority, only 6 percent have seen an increase, Forrester finds.

For Today's Customers, Less Is More

Consumers feel overwhelmed by too many choices, Forrester finds.

Only 8 Percent of Consumers Used Chatbots Recently

Despite growing investment in chatbots, customer adoption remains low, Gartner finds.

Required Reading: The Experience Mindset Is All About a Balance

Companies that address both customer and employee experiences grow faster.

Social Content Creators Gain Influence

With sharp increases in numbers in just the past two years, social media content creators are in huge demand, Forrester says.

REAL ROI

Crisp’s Data Is Sweet for RxSugar

The sweetener manufacturer grows sales with Crisp's data insights.

Salesloft Reports Great Savings with Matik

Matik's technology lets Salesloft compile customer reports with ease.

The Next Step

The Death of Influence?

How to make your voice worth listening to.