March 2017

Magazine Features

Leveraging the Three Stages of Analytics

Analysis of consumer information has become a complex, multistage process. Businesses need to understand each stage—and how they work together—to be competitive

Can Better Grammar Improve Customer Service?

As customer interactions move online, agents might need to brush up on their misplaced modifiers

The Three Ts of a Winning Sales Team

Talent acquisition, training, and time management can help sustain a successful sales culture

Front Office

How Far We’ve Come in 20 Years

The industry continues to sustain itself with a steady flow of start-ups and cutting-edge innovations that expand what CRM can do

Reality Check

CRM Might Require an Internal Sale—to Salespeople

Increasing adoption is a challenge, but demonstrating value can win reps over

The Tipping Point

3 Ways Mobile Messaging Boosts Customer Service

Messaging tools are wildly popular, but that's not the only reason to make them a service option

Scouting Report

Cloud Solutions Are Rising in the Contact Center

Increased reliability, flexibility, and security of solutions make them an increasingly obvious choice

Pint of View

Dueling Trends

Is industry analysis real, or is it doublespeak?

Customer Experience

How to Make the Case for CX Investment

Good customer experience drives revenue, but your argument will need to show nuance

Insight

Consumers Open to Robo-Advisory Services

Financial services customers see benefits in using computer-generated services

Enterprises Increasingly Adopt IoT Elements

Organizations are set to increase IoT spending to optimize operations, but the technology isn't without risks

Required Reading: Closing The Customer Loyalty Loop

Businesses must think about retaining customers long before they acquire them

The Case for Unified Commerce

Leading retailers are going beyond omnichannel to improve customer experience

Wearables to Shift from Wrist- to Body-Worn Devices

Once that happens, enterprise applications of the technology will soar

REAL ROI

At Bark & Co., Customer Service Goes to the Dogs

With Zendesk's help, a ‘dog bot' fetches answers for customers of the canine treat provider

DRG Speeds Up Sales Cycles With SpringCM

A healthcare information and technology company closes business faster with SpringCM's contract management software

Roots Branches Out with Hootsuite

The company taps Hootsuite for all its social media management, and its holiday 2016 campaign was a hit on Instagram

The Next Step

Is CRM a Tool or a Mind-Set?

A company learns that it can be both