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.

A Look Ahead at CRM in 2024

Industry players share their thoughts about what lies ahead for sales, marketing, and customer service.

In 2024, Don’t Let Modest Budgets Create Complacency

Forrester urges CRM practitioners to focus investments on innovation and skills.

What’s in Store for CRM in 2022?

CRM industry insiders share their thoughts about what lies ahead in the new year.

What’s in Store for CRM in 2021?

Here's what the industry predicts will happen.

How to Choose the Right CRM

When selecting CRM systems, companies need to consider their industry, vertical, and size

Required Reading: Your Customers Need to See You on the Internet

Digital marketing is a necessity because consumers are online

Gartner 2019 Magic Quadrant for Contact Center as a Service

In the 2019 Gartner Magic Quadrant report for CaaS, you'll learn how contact center solutions measure up. You will also discover why now might be the right time to update your contact center.

On the Scene—CRM Evolution: CRM Still Faces Challenges, Most Speakers Agree

CRM systems have been around for decades, but interoperability and data silos still have to be overcome

The 3 Stages of Personalization

Gartner lays out the keys for personalization to help companies deliver helpful and relevant messages

Required Reading: Replace Managing with The Coaching Effect

Managers make sure processes are followed; coaches drive growth

What Will 2019 Bring for CRM?

Industry insiders share their predictions for the coming year

Companies Don't Need Websites to Benefit from SEO

Links to local search results also rely on accurate and up-to-date information on the Web.

Required Reading: Connecting with The Transformational Consumer

The most impactful customers are seeking health, wealth, and wisdom

Mobile Sales Force Automation Apps Are Set to Soar

As prepackaged SFA solutions are made easily available, businesses are expected to increase adoption.

Business Voicemail Goes Unanswered

Most callers would rather hang up than leave a message.

How Reliable Is That Online Review?

Twenty-one percent of consumers write about products they've never used.

On the Scene: NRF's Big Show

Harnessing technology to improve the retail experience.

The Key to Delivering Amazing Customer Service

Shep Hyken outlines Ace Hardware's secrets to going beyond 'satisfactory.'

SMB Mobile Adoption Is on a Fast Track

Sixty-eight percent will increase mobile spending in the next year.