SearchCRM
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News
HubSpot conference news on the Pipeline podcast
At Inbound 2018, HubSpot unveiled a new enterprise product line. It also introduced the flywheel, a circular metaphor for the customer relationship with sales, marketing and service.
News
Microsoft Dynamics 365 adds out-of-box virtual agents
Microsoft hammers Salesforce by launching low-code, AI-based virtual agents for customer service. Also: New tools for sales and marketing add automated insights to Dynamics 365.
News
Marketo could strengthen Adobe's B2B presence
Adobe looking to acquire Marketo could also be a ploy to incite a bidding war for Marketo from its holding company, Vista Equity, according to an analyst.
News
HubSpot product VP joins Pipeline podcast
HubSpot's VP of products details the newest HubSpot enterprise-level offerings, as well as HubSpot's new video tool. Also: A glimpse of what's on the future roadmap.
5 New Skills for Contact Center Pros
What are the best new skills you should have in your contact center management toolkit? Scott Sachs, call center technology guru and president of SJS Solutions, explains 5 critical ones.
Trending Topics
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CEM across channels Evaluate
How AI is changing customer service
As chatbots begin to replace email as the go-to customer service channel, more and more companies are using AI and natural language processing to improve their chat services.
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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 Manage
Role of a CRM manager vs. customer relationship manager
The customer relationship manager has a challenging and ever-evolving role to play when it comes to optimizing the customer experience.
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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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Don Fluckinger asks:
Would your contact center be more inclined to adopt virtual agents if better low-code or no-code choices were available?
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Evaluate
How AI is changing customer service
As chatbots begin to replace email as the go-to customer service channel, more and more companies are using AI and natural language processing to improve their chat services.
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Luxury tea seller steeps value from B2C CRM
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Virtual reality in retail alters the customer experience
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Dispensary uses cannabis CRM to manage clients
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Problem Solve
Role of a CRM manager vs. customer relationship manager
The customer relationship manager has a challenging and ever-evolving role to play when it comes to optimizing the customer experience.
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Chatbots that strike the proper business tone
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Out-of-this-world AI applications for the enterprise
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Mt. Olympus-sized results for data-driven sales initiative
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Manage
How U.S. companies can become compliant with GDPR
When GDPR went into effect four months ago, some U.S. companies just shut down communications with EU customers, but compliance can benefit organizations and marketers.
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Sporting goods giant revamps approach to sales planning
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What to expect from a data protection officer
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Balancing marketing tools with customer service
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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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E-Handbook | October 2017
AI in CRM scores big with sales and marketing leads
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CRM / Call Center Basics
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Voice channel CRM automation helps city serve citizens
Tens of thousands of Alexa skills -- voice-activated apps -- exist, with more to come. Learn how one city government's call center created one to help residents.
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Get Started
Marketing automation platforms merge CRM and content
Building a martech stack includes a main automation hub such as Marketo, Eloqua, HubSpot or Pardot. Then comes the hard part: picking complementary applications.
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Get Started
emotions analytics (EA)
Emotions analytics (EA) software collects data on how a person communicates verbally and nonverbally to understand the person's mood or attitude.
Multimedia
Vendor Resources
- How Collecting Better Data About Your Customers Can Transform Your Business –White Paper
- Contact Center Trends: Delivering Better Business Results –Research Content
- Why You Should Score Sales Reps –White Paper
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CRM industry news
Microsoft Dynamics 365 adds out-of-box virtual agents
Microsoft hammers Salesforce by launching low-code, AI-based virtual agents for customer service. Also: New tools for sales and marketing add automated insights to Dynamics 365.
-
CRM industry news
Marketo could strengthen Adobe's B2B presence
Adobe looking to acquire Marketo could also be a ploy to incite a bidding war for Marketo from its holding company, Vista Equity, according to an analyst.
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Marketing automation technology
HubSpot releases new video, CMS tools
In addition to releasing enterprise-level systems, HubSpot unveiled a CMS tool for companies to build and customize websites, and a video tool to help create content.
SearchCRM Definitions
- emotions analytics (EA)
- Interactive Voice Response (IVR)
- customer experience management (CEM or CXM)
- speech analytics