Customer Relationship Management (CRM)

Customer Relationship Management (CRM) news, analysis, research, how-to, opinion, and video.

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Looking for an A.I. strategy? Start with an 'interrupt' strategy

A discussion of an 'interrupt' strategy and how artificial intelligence and machine learning can transform how enterprises do business.

customer loyalty ts

CIO's move to chief customer officer role signals trend

As CIOs are increasingly called upon to pitch their company’s products, long-time Equinix CIO Brian Lillie has a new job: Massaging the customer experience for the data center service provider.

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I’ll have what she’s having… Tech design that leads to 'positive' addictions at work

Successful gaming apps appeal to neurotransmitters in our brains that make us feel happy and connected -- and make us want to come back for more. It’s possible to design to business applications and activities that have the same...

Evaluating customer engagement cloud solutions: Key questions to ask

How to reveal the critical architectural differences in today’s cloud solutions

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How the Apple Watch will take this NYC restaurant's customer service to the next level

Shake Shack's Danny Meyer is deploying Apple Watches at his NYC eatery Union Square Cafe.

customer experience

Customers have a love/hate relationship with IT outsourcing providers

HPE, Oracle and IBM’s outsourcing customers are much more likely to recommend them, but many other IT service providers underperform in delivering a good customer experience.

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Understanding Microsoft’s cloud application platform

Microsoft’s ambition for its new Dynamics 365 cloud CRM and ERP service is broader than just creating a subscription service from its on-premises business tools.

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How to use Facebook Live for business

Video experts and social media marketers share their tips for how small businesses can attract and engage customers using Facebook’s live streaming service.

customer loyalty ts

Why Tesla’s customer loyalty ratings beat Mercedes

Columnist Rob Enderle writes that marketing isn’t about selling stuff anymore. It’s about selling experiences. A recent trip made it clear that Tesla gets this and Mercedes does not.

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How online businesses grow sales in the offline world

The efficiency of ecommerce sales with one-click checkout and third-party fulfillment can come at the cost of intimacy between you and your customer. Here’s how some online businesses are getting personal.

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Is emotional intelligence the key to customer service training?

A positive customer experience is key to a successful business, but if you aren’t training and coaching your employees on emotional intelligence, you may be losing sales and customers.


An inside look at Cogito's newest emotional intelligence software

CIO's own Sarah White goes on location to examine the role of emotional intelligence software in the workplace and it's potential impact to customer service.

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How to tell if you have a 21st century sales team

In many industries, the revenue generation function — sales and marketing — is the single biggest cost of running the business. Yet it’s also the most unreliable. That’s why tightening up the business processes with CRM systems is...

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12 tips for creating a must-read business blog

Business owners, bloggers and online marketers discuss what small businesses can do to drive traffic to their blogs, increase their page views and keep readers coming back for more.

customer experience

Social media gives customers power (and water)

After struggling for weeks to connect with the local water provider and fielding a shut-off notice, one carefully worded ping on social media yielded results within an hour.


How businesses can use Pokemon Go to succeed

Pokemon Go has been a phenomenon since its launch and its location-based, augmented reality nature could make it a boon for small businesses.

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CIOs question value of Microsoft’s LinkedIn buy

More than a month after the news of the massive acquisition broke, some CIOs are still wondering exactly what Microsoft is getting in the $26.2 billion deal.

marketing automation

5 things you need to know about account-based marketing

A group of a sales and marketing professionals breakdown the concept of account-based marketing and provide real-world insight and examples of why your organization needs to pay attention to ABM.

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