Customer Relationship Management (CRM)

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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.

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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.

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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.

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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.

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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.

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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.

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