Customer Relationship Management (CRM)

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

Approach aggressive sales people with caution
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Think you know your customers? You’re wrong

The majority of consumers think brands don’t understand them as individuals. However, a similar percentage of digital marketers are confident that they have a holistic view of their customers. What gives?

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11 A/B testing mistakes and how to avoid making them

Poorly done A/B testing will not only yield inaccurate data on what your customers prefer, but it may actually cause you to lose customers. Here are 11 classic mistakes and ways you can avoid them.

The IoT will control our mind

It's the era of smart screens, here's a look at the impact of connected screens that have the ability to sense our environment and manipulate it.

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In a digital world, your customers can kill you

In today’s digitally driven and socially engaged world, the customer isn’t just always right. An unhappy customer can destroy your business.

Bullhorn's new CRM tool mines email for deeper relationship insight

The stand-alone SaaS offering promises a holistic view of company relationships

Salesforce App for Outlook brings CRM data to the inbox

Now in beta, the app is available for free with a subscription to Salesforce Enterprise Edition or higher

With mobile on its mind, SugarCRM looks to expand

The idea is that instead of just inputting data, users like salespeople will get help as they go about their day

Microsoft Dynamics CRM gets an analytics-infused update

Highlights include new social and mobility features, closer Office 365 integration

Salesforce gives Service Cloud a shot of data science

New features aim to help companies be smarter in customer interactions

SugarCRM acquires Stitch to boost mobile CRM offerings and know-how

Stitch's technology analyzes email, calendar and CRM data to help make sales staff more effective

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A 'Personality Test' for Your IoT Strategy

Here are some key questions an enterprise should ask when looking to define a consumer centric IoT strategy.

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11 Tips for Improving Your Company’s Customer Support

Here’s how to ensure your customers are getting the help they need and coming away with a positive impression of your company.

Salesforce's Desk.com steps up its global focus

Targeting SMBs, the customer-support app now speaks more than 50 languages

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Digital Marketers Must Own the Customer Lifecycle

Marketers have traditionally been focused on the front-end of the customer relationship -- things like brand awareness and lead generation. But in today’s digital world, marketers can't simply hand over that relationship to the sales...

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Customers Should Be at the Center of the CIO's Agenda

CIOs should focus on systems that deliver a great customer experience at every interaction, according to Forrester Research analysts.

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Using Big Projects to Become a Strategic Advisor

A perspective on how CIOs can use enterprise software projects to elevate their role to be true strategic advisers to the rest of the C-suite.

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Rethinking CRM at Trek Bicycle

Trek adds value to Microsoft Dynamics CRM by using Scribe to import data from ERP

Luminoso to enterprises: Here's what all that chatter really means

Based on machine learning, the company's new Compass system helps you understand what consumers are really saying

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