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New & Notable
Evaluate
What to look for when adding sales tools
Figuring out whether your organization needs sales force automation, sales enablement or sales forecasting tools can be challenging, and that's before factoring in AI.
Evaluate
CRM tools help nonprofit organizations raise more money
Salesforce Nonprofit Cloud and marketing automation tools help charitable organizations gain and retain valuable donors, giving them a more positive experience.
Evaluate
Tips for buying call center platforms
Change comes to customer contact centers as cloud systems and the customer experience movement force IT leaders to rethink software stacks. Here's advice for choosing your next platform.
Problem Solve
How to improve contact center agent performance
Call center agents must multitask like never before in this era of omnichannel service. How to increase efficiency with tech while relieving some of the load on the people.
How to Use AI to Transform Your CX strategy
In this exclusive guide, explore AI systems from Pega, Oracle, Salesforce and SAP, how to nail your AI strategy to avoid expensive mistakes, how text analytics, sentiment analysis, speech analytics and natural language processing improve CX, and more.
Trending Topics
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CEM across channels Problem Solve
How to provide an omnichannel customer experience
Customers have come to expect brands to provide omnichannel customer service, but many companies are still overwhelmed by the idea of introducing new channels and training agents.
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Management strategies Evaluate
CRM pay for technical skills has ups and downs
Premium pay for skilled IT jobs remained largely unchanged heading into 2018, but workers will still be rewarded for CRM certification, according to Foote Partners' latest research.
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CEM strategy News
Zoho releases second version of CRM product
Zoho's new CRM release may help bring departments together, but it's unclear if the flood of AI tools and more data sharing will differentiate the vendor in the robust CRM market.
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SaaS and cloud costs News
SaaS CRM license renewals not always easy
Companies that got a discount with their initial SaaS CRM implementation may not get the same kind of treatment when they renew their SaaS CRM license three years later, but the buyer still has the upper hand.
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Data governance Manage
What to expect from a data protection officer
The GDPR's data protection officer mandate gives the EU a point person for compliance complaints, but not all companies need one. See when DPOs are required and what they do.
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Strategy and effectiveness Manage
Sporting goods giant revamps approach to sales planning
Sporting goods giant uses sales performance and planning tools to upend traditional product-centric approach, tackle engagement issues and pitch a better story to customers.
Topics Covered
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Call center management and customer service (8) +
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CRM and marketing (6) +
CRM learning center
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CRM management (5) +
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CRM technology and software decisions (8) +
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Customer data management (6) +
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Customer experience management (7) +
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Sales management strategy (3) +
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Software as a Service CRM and CRM on demand (5) +
Featured Authors
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Meet all of our CRM / Call Center experts
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Jerry Liptak asks:
Does your organization use CRM for nonprofits or another tool to manage charitable giving?
Find Solutions For Your Project
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Evaluate
What to look for when adding sales tools
Figuring out whether your organization needs sales force automation, sales enablement or sales forecasting tools can be challenging, and that's before factoring in AI.
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CRM tools help nonprofit organizations raise more money
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Tips for buying call center platforms
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Customer-facing automation still needs help from humans
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Problem Solve
Mystery shopping platforms offer rich CX data
Businesses use mystery shopping platforms, comment cards, brand reputation management and more to identify customer pain points and improve customer experience.
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How to improve contact center agent performance
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How to provide an omnichannel customer experience
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5 steps to improve contact center agent performance
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Manage
Strategies for making the most of your martech
Being deliberate about integrating a new tool into marketing technology stacks will help ensure they produce ROI and makes processes more efficient.
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Guide to customer experience management best practices, technologies
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Mainstream shopping by voice isn't too far away
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How U.S. companies can become compliant with GDPR
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E-Handbook | October 2018
Customers buy more and more into voice shopping
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E-Handbook | June 2018
Tips and tricks for interacting with customers on social media
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E-Handbook | April 2018
Marketing automation platforms merge CRM and content
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E-Handbook | February 2018
Virtual agents not yet ready for primetime customer service
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E-Handbook | January 2018
CRM chatbots of tomorrow approach and engage customers
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CRM / Call Center Basics
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Get Started
Mystery shopping platforms offer rich CX data
Businesses use mystery shopping platforms, comment cards, brand reputation management and more to identify customer pain points and improve customer experience.
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Get Started
chat channels
Chat channels are technologies enabling companies to engage with customers in live conversations.
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Get Started
conversational commerce (voice commerce)
Conversational commerce is the process of interacting with a brand or buying a product or service through non-traditional channels, such as voice assistants, SMS text and online and social media chat.
Multimedia
Vendor Resources
- Transforming Customer Support with Artificial Intelligence Capabilities –Resource Center
- The What and How of Digital Competitiveness –White Paper
- Optimizely Stats Engine –White Paper
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News
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CRM industry news
Zendesk adds analytics, sales force automation tools
Zendesk moves on from focusing solely on customer service by adding analytics, sales force automation and CRM capabilities, while also providing third-party integrations on AWS.
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Customer experience management strategy
Zoho releases second version of CRM product
Zoho's new CRM release may help bring departments together, but it's unclear if the flood of AI tools and more data sharing will differentiate the vendor in the robust CRM market.
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Customer experience management strategy
SAP acquires Qualtrics for $8 billion
By acquiring Qualtrics, SAP is expanding beyond ERP and entering the CX space, challenging market leaders Salesforce, Oracle and Adobe. It also is expanding its HR tech suite.