Customer Relationship Management (CRM)

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

Salesforce Community Cloud gets recommendation tool to boost engagement

The update also lets companies create their own communities complete with custom apps

anger

With a fresh $40M, Percolate wants to be a Swiss Army knife for marketing software

The company says it offers an all-in-one alternative to myriad marketing tools

Salesforce teams with Sage, spawns new cloud platform for SMBs

Built on Salesforce 1, Sage Life aims to help small companies connect customer, accounting, payroll and finance data in one system

digital strategy map

Creating your digital playbook

Do you really need a digital playbook to be a digital company? Jill Dyche discusses strategy's role in digital planning.

Cross Microsoft off the list of potential Salesforce suitors -- and maybe everyone

Microsoft considers Salesforce's almost $50 billion market valuation too high, report says

ecommerce thinkstock

12 easy ways to lose your ecommerce customers

Ecommerce, customer relationship and marketing experts reveal the fastest ways to turn off shoppers and offer advice for what you can do to ensure customers don’t leave your site and make their purchases elsewhere.

digital journey

Why digital marketers must drive the customer journey

The customer may have always been right but now they know it and they are demanding more from companies that sell to them. Here’s what marketers need to know about the customer’s digital journey. (Includes infographic.)

Adobe Marketing Cloud gets a CRM boost with Microsoft Dynamics integration

New connection promises a unified view of customer interactions

How JetBlue uses tech to help customers take flight

Good customer service and the airline industry aren’t usually mentioned in the same breath. However, JetBlue is looking to change that perception with new technology for customers. In this video report, CIO.com's Lauren Brousell talks...

video

How JetBlue uses tech to help customers take flight

Automatic check-in, faster in-flight Wi-Fi and flight attendants carrying tablets are just a few of the new innovations at JetBlue. CIO.com's Lauren Brousell explains how the airline uses technology for a better customer service...

ecomm thinkstock

12 ways to improve the customer experience for online shoppers

Digital marketing, usability and customer relationship pros share their top tips for how to ensure that when customers visit your website they enjoy the experience -- and will buy from you.

SugarCRM sweetens Sugar 7.6 with a BPM twist

One new tool lets nonexpert users create complex workflow rules without coding

Great customer experience is an elusive goal

Many companies talk about it but few deliver, a Forrester study found

Approach aggressive sales people with caution

Buyer beware: How auditing RFPs can help you make smarter enterprise software purchases

Aggressive salespeople and “over-optimistic” RFPs can doom enterprise software projects. Audit RFPs to verify they meet requirements as claimed before purchasing the software, and avoid software disasters.

death salesman

Digital marketing and death of a B2B salesman

Those touchy-feely relationships with salespeople are giving way to researching choosing and purchasing products over the Web. Digital marketers are claiming the customer relationship, including the sales conversion, and that will...

angry customer 2

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?

abtesting5 thinkstock

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.

angry customer

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.

Load More