When Did Customer Success Stop Being Successful?

Cracking a mystery of modern revenue optimization.

The Business Case for Sales Technology Training

Your investment in sales enablement tools has to go beyond simply acquiring them.

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.

CRM Is Good, Even in the Bad Times

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

Expanding the Tech Stack Is a Business and Personal Imperative

Here are three technology innovations that you really need to adopt as soon as possible.

In a World of AI Co-Pilots, Who’s Ready to Fly the CX Plane?

The question of pilot (i.e., human) readiness has entered the AI picture.

Integrating CRM, AI, and the Metaverse

Futuristic-sounding customer experiences are now becoming reality.

The Various Roles of Sales AI

How are sales organizations actually leveraging artificial intelligence?

GenAI’s Time Has Come. Are You Ready?

The hype is over, and the real work of making generative AI has begun.

VR Training Is Replacing Traditional Sales and Customer Service Training

This new training paradigm benefits employees, customers, and the bottom line.

CRM Needs to Keep the Human Element

Whether it's buying something or resolving an issue, customers increasingly prefer to help themselves.

When It Comes to CX, HR Is MIA, and It’s Not Their Fault

Don't overlook what human resources can bring to the table.

AI Profoundly Influenced Our Awards This Year

Just about every CRM vendor or service provider highlighted in our awards section as done something with generative AI.

Spatial Computing: The Power to Transform CRM

AR/VR is already making inroads with consumers, and CRM won't be far behind.

Writing Checks for CRM, or Writing Invisible Checks

The cost of under-investment is hidden but painful nonetheless.

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.

Marketers Need to Embrace Personalization

Forrester's Three Drivers of the Best B2B Growth Engines

What causes B2B growth engines to break down, and what do the best growth engines look like?

Generative AI’s Use Cases Are Already Emerging

ChatGPT has lit up imaginations, but the underlying technology is more than a shiny object.

The CRM ‘Red Zone’ Challenge

Instead of focusing on more opportunities going into the funnel, emphasize contracts coming out of it.