New & Notable


Cultivate art and science in your sales management strategy

Mark Roberge, chief revenue officer at HubSpot, uses serious data analysis when hiring sales staff. But science doesn't crowd out instinct.


Contact center knowledge management gives agents clickable intel

Contact center agents are supposed to help customers with issue resolution. But that's tough when agents lack good working knowledge of products.


Multimedia-based multichannel CRM still faces uphill battle

Today's customer service requires that companies use the channels customers prefer. But customers still eye new channels like video chat suspiciously.

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Intelligent use of big data fuels CRM opportunities

Big data presents myriad challenges and benefits for CRM. Leveraging it can help companies achieve that elusive 360-degree customer view.

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CRM / Call Center Basics

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    multichannel marketing

    Multichannel marketing is the practice of businesses interacting with their customers through many different channels, meeting customers on the platforms that they prefer to use.

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    big data CRM (big data customer relationship management)

    Big data CRM (big data customer relationship management) refers to the practice of integrating big data into a company's CRM processes with the goals of improving customer service, calculating return on investment on various initiatives and ...

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    Which technology challenges stand in big data CRM’s way?

    Companies looking to invest in big data initiatives for CRM need to ensure that their data houses are in order first.

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