Customer Relationship Management (CRM)

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

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automation ts

The best customer service now comes from you

Despite decades of tradition, the most successful corporations are ditching the concept of customer service in favor of investments in IT automation – and have never been more profitable.

crm

How to conquer a CRM monster

A network of travel agencies found the CRM system it had been using for eight years had become a monster, so it turned to a cloud-based option -- and the results were off the charts.

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The 11-point audit for your Salesforce.com system

For most companies, December is the end of the fiscal year. And for business-critical systems, that means lockdown for any system enhancements. How are you going to spend your spare time? Here’s an audit you should be doing on your...

privacy and personalize

How privacy and personalization intersect in our data-filled world

For many this can seem like a catch-22, while consumers demand privacy, it's not likely they'll become long-term customers without some type of personalization.

Driving Digital CMS

How to drive digital customer experiences with your CMS and CRM

CMS and CRM are key systems used to improve customer experiences, and CIOs that develop capabilities on these platforms can play a significant role driving digital.

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Comparing AI tools in Salesforce Einstein and Dynamics 365

Both Salesforce with Einstein and Microsoft with Dynamics 365 are offering AI capabilities that promise to improve your customer service, sales pipeline and business processes. Here’s a look at the new AI features, what’s available...

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5 ways your marketing team can help your customer service department

Most businesses build their departments as silos: self-contained units that operate independently of each other, with one directorial vision aligning them. However, sometimes it’s better for these independent sectors to work in unison...

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Visualization analytics helps utility provider escape ‘Excel hell’

Struggling to collect debt owed from customers, gas and electricity provider National Grid turned to Tableau visualization software to create a scoring model to to assist with collections.

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StubHub works to grow diversity inside and out

Live events company StubHub took on a global rebranding effort and its new CMO Jennifer Betka was charged with putting diversity at center stage.

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With IBM's Watson, GlaxoSmithKline tackles sniffle and cough questions

GlaxoSmithKline plans to team up with IBM's artificial intelligence-fueled Watson to reach customers.

crm research scientist

5 Dreamforce takeaways to guide your CRM strategy

With 170,000 attendees, 2,100 sessions and 500 vendors, the signal-to-noise ratio at Dreamforce 2016 was pretty low. Now that the dust has settled, here’s what’s worth knowing.

call center

Is your service center too dependent on technology?

Your customers are unlikely to be happy if second-level human support is nonexistent or just too hard to get to.

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.

google brain

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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