July/August 2019

Magazine Features

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

CRM presents its inaugural list of the 100 leading vendors in customer relationship management.

The Top Customer Service Trends: Building Better Service Beyond Voice

Artificial intelligence is making it possible to personalize customer care

The Top Marketing Trends: Data Dominates Marketing Innovations

New technologies will continue increasing what companies can do with the data they have

The Top Sales Trends: AI Gives Sales Teams a Boost

Enablement and engagement technologies are taking the tedium out of sales processes

The CRM Top 100 Companies in Customer Service, Marketing, and Sales

Front Office

AI Is Top of Mind for Everyone in CRM

The consumer uses for AI are numerous, but just as real are the business use cases.

The Tipping Point

Use Business Cases as an Opening and Closing Tool

They are a perfect way to assist your customer in due diligence while building trust

Scouting Report

New Workforce Management Transfers Power to Agents

With flex staffing, agents can self-serve their way to a better work-life balance

The Last Line

Yes, Companies Can Influence Customer Emotion

How experiences make customers feel is crucial. Ignore that at your own peril.

Insight

Deloitte Identifies Best Practices for Connecting with Customers

Emotional connections are the key to brand loyalty, research finds

Gartner Identifies 3 Actions for Sales Leaders Following an Acquisition

Sales leaders are uniquely positioned to mitigate risk and unlock value, a new report reveals

Required Reading: Ensuring Success Is in Your Sphere

It's in the quality, not the quantity, of your contacts

Verint Offers Unified VoC to Help Solve Growing Interaction Challenge

Company emphasizes the need for more feedback at its Engage user conference

REAL ROI

MaritzCX Energizes Reliant’s Customer Experience

The company has experienced success by adopting a customer-centric DNA