Customer Relationship Management (CRM)

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

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Q&A

Extreme Networks bolsters ‘customer intimacy’ to spur growth

CEO Ed Meyercord talks about Enterasys merger and an expanding set of software capabilities undergirding Extreme’s wired-wireless switches


social networking millennials

8 tips for marketing to millennials online

Marketing and social media experts discuss the best ways to target and engage with consumers in their 20s and 30s.

mobile enterprise apps

SAP design chief talks details of Apple deal

SAP's chief design officer says modern workers have high expectations for the enterprise apps they use each day, and the company's recent deal with Apple is designed to elevate business software and enhance the overall SAP user...

apple logo ipad pro

Apple's SAP deal means more iOS enterprise apps

Apple continues to make headway in the business world. This week it landed a significant partnership with SAP that could have a major impact on mobile productivity.

A rising tide lifts all boats

The urgency of recognizing and satisfying unknown software needs

It’s the unknown unknowns that get you! Using marketing technology as an example, we examine ways of exposing unknown software needs and evaluate the urgency of satisfying them.

cloud puzzle

6 cloud services for growing your small business

Small business technology and ecommerce experts discuss how investing in the right software and/or cloud-based services can help small online and bricks-and-mortar companies successfully scale.

lawyer conference

How to handle a zero-day attack – from lawyers

We all know about zero-day attacks. But what about when the zero-day attack is in the form of a subpoena or other legal notice regarding the data in your CRM system? Don’t panic.

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Newegg customer service comes to Facebook Messenger

Newegg is moving to Facebook Messenger to answer all your questions and concerns about graphics cards, RAM, and motherboards.

Mobile banking on smartphone 160857206

Mobile-only banking startup bets on bots

Companies are implementing artificial intelligence technology for customer service. Here’s a look at how Atom Bank is incorporating WDS Virtual Agent software from Xerox into its mobile app to solve customer issues.

millennials trust

How do you build trust in your organization?

In order to become an effective change agent or help with the transformation, your stakeholders need to trust you.

hiring software developers

How to use CRM, marketing automation to improve hiring

Next-generation talent management platforms offer new features that will help companies better source, engage and hire candidates.

Twitter logo window

6 ways Twitter can help your business go beyond PR

Experts in lead generation, marketing and customer service discuss some of the best business uses for Twitter – from finding new employees and customers to helping existing ones.

customer care ts

7 ways small businesses can leverage customer data

Marketing, customer experience and data experts discuss what small and midsized businesses can learn about customers from the data they collect.

big data confusing overload

This data will kill you

In your CRM system is data that is, in the immortal words of Douglas Adams, “mostly harmless.” But hidden in your system are puff adders, violin spiders, and other small creatures that can be deadly.

social crm thinkstock

How social media adds value to CRM

If CRM platforms want to connect with front-line sales and marketing staffers, tapping into social signals is not a ‘nice to have,’ but a ‘need to have’ feature.

customer satisfaction

Don’t believe (all) the martech hype

While advances in marketing technology can help you discover, track and engage customers in new ways, don’t be fooled into thinking martech is the silver bullet for all your marketing needs.

marketing automation1

Act-On vs. Hubspot vs. Marketo: 3 top marketing automation tools compared

What do enterprise users really think about these top marketing automation tools? Here they give a nod to favorite features and offer suggestions for improvement.

know customers

CIOs must know their customers to know the business

CIOs who aren't learning what their customers want risk losing focus as they augment their business with digital capabilities.

bi business intelligence ts

How to use BI to improve the customer experience

Protection 1 CIO Donald Young shares how the security company significantly decreased attrition – and increased subscriptions – by using BI software and giving employees the tools they needed to better assist customers.

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