April 2024

Magazine Features

CRM Special Report: Vertical Markets Spotlight

A roundup of the CRM innovation taking place in eight important sectors.

CRM in Education: Vertical Markets Spotlight

Personalizing outreach across all life stages.

CRM in Gaming: Vertical Markets Spotlight

CRM helps companies score with a demanding gamer audience.

CRM in Media/Entertainment: Vertical Markets Spotlight

Ever-expanding programming options challenge everyone today.

CRM in Telecommunications: Vertical Markets Spotlight

CRM integration challenges loom for telcos in a turbulent industry.

CRM in Professional Services: Vertical Markets Spotlight

Automation needs to replace data ambiguity.

CRM in Utilities: Vertical Markets Spotlight

CRM powers service providers past a host of problems.

CRM in Transportation: Vertical Markets Spotlight

Data drives a widely diverse and highly competitive industry.

CRM in Real Estate/Property Management: Vertical Markets Spotlight

CRM enables firms to navigate turbulent waters.

Front Office

CRM Is Good, Even in the Bad Times

Some markets face an uphill climb, but that just makes investing in CRM even more crucial.

Reality Check

Sales’ Big Challenge: Winning the Game

When it comes to B2B sales, here's a look at one thing that hasn't changed over the years, but needs to.

Scouting Report

AI-Enabled WFM Promotes Efficiency and Flexibility

More advanced workforce management empowers employees and improves CX.

End Notes

Does Contact Center Tech Translate to Physical Stores?

Post-pandemic, the digital and physical realms are merging,

Customer Experience

Achieving Trust in the Age of AI

Companies will learn that without enough precision data, mistrust of AI will persist.

Insight

5 Best Practices for Empathetic Experience Design

Companies need to design customer experiences that make emotional connections, Forrester says.

B2B 'Deep' Sellers Tap Contacts More

LinkedIn finds that top sellers build deeper relationships with buyers.

B2B Needs to Adopt an E-Commerce Approach

Forrester urges B2B sellers to more closely mirror B2C interactions.

Required Reading: In a Competitive World, the Platform Makes the Difference

There's a playbook for winning with platforms, and it starts with a mindset.

Social Ads Are an Irritant

Consumers tell Hootsuite they don't like social media advertising.

REAL ROI

Frontpoint Locks in a Better Customer Experience

Mavenoid helps Frontpoint Security overcome staffing challenges.

Pipeliner Hits the Mark for Ernest F. Mariani

Pipeliner provides the one CRM system Mariani's salespeople actually use.