Customer Relationship Management (CRM)

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

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customer service

customer

Who are your customers?

You think you know, but it can be trickier to determine than we tend to think. Here’s some guidance.

cutting costs

Anatomy of a cloud project cost overrun

A handful of areas in cloud integration projects produce cost ‘surprises’ with alarming regularity. Recognizing the pattern is the first step in solving the problem.

customer love ts

6 simple ways to show customers love this Valentine’s Day

Small business owners and marketing pros share their tips regarding what ecommerce businesses can do this Feb. 14 to show their customers they care.

call centers

Is the call center era over?

For a variety of reasons call centers are no longer the right way to engage customers: Online ordering is everywhere. Millennials prefer texting and messaging. Virtual agents and bots are quickly gaining traction. These kinds of...

lights light bulb idea

The rise of the chief marketing technologist

The digital age has originated an amazing phenomenon: the appearance of hybrid professionals called marketing technologists. At the theoretical level it is a thought-provoking concept, but watching it transform into reality is not so...

customer satisfaction

Is customer-centric marketing the way of the future?

Customers are what bring life to every business. Without them, a business will not succeed. That's why there's a consistent increase in marketing efforts targeted specifically for customer attraction and retention.

brick and mortar online retail ts

How brick-and-mortar stores can beat the likes of Amazon

Online companies like Amazon that can analyze buyer behavior have a major advantage over brick-and-mortar retailers. However, artificial intelligence platforms tied to in-store sensors could eventually even the playing field.

project management and crm

13 tips for managing the data in Salesforce.com

When family is visiting for the holidays, you need to have a credible ‘urgent project’ to keep you in blissful solitude. Here’s what I did over my Christmas vacation.

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.

audit

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.

crm research scientist

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...

puzzlie pieces connect join fit together

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...

visualizing statistics 2

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.

grace hopper2

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.

ibm watson health

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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