SearchCRM
New & Notable
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.
Evaluate
Dispensary uses cannabis CRM to manage clients
When a big-city medical marijuana business wanted to better serve clients, it opted for cannabis CRM software that tries to replicate the traditional dealer-customer relationship.
News
Latest Pipeline podcast takes on CRM market
The Pipeline podcast duo discusses the CRM market after the unveiling of Pega Infinity and SAP C/4HANA, as well as technology news from Uber about detecting drunk passengers.
News
Pegasystems CMO parries questions in Q&A
This Pipeline podcast features a not-so-serious Q&A with Pegasystems CMO Tom Libretto covering Journey albums, blockchain hype and what happens at a user conference.
Staff Pick: CRM Buyer's Guide
The CRM platform market is crowded. That’s why our buyer’s guide explores considerations for buying the right tool, the leading CRM products, top drivers for upcoming purchases, and vendor-neutral product spotlights on HubSpot, SugarCRM, Salesforce and Marketo, and more.
Trending Topics
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CEM across channels
When CRM systems fail, humans left with the mess
CRM sales and service automation can drive down costs when they drive customer self-service. But if they frustrate customers, what's the actual implementation cost?
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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 News
Balsam Brands deployed Hybris to aid expansions
Artificial Christmas tree manufacturer Balsam Brands uses Hybris to expand internationally, allowing for dynamic pricing and product catalogs, depending on the country.
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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Evaluate
Virtual reality in retail alters the customer experience
Retailers like Hershey's are experimenting with augmented reality to take the customers' experience beyond a smartphone screen and drop it into their living rooms.
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Dispensary uses cannabis CRM to manage clients
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Getting AI, bots under control begins with transparency
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Chatbots so far: Mostly dumb and untrustworthy
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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
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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Balancing marketing tools with customer service
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Organizations need a plan in place when adopting AI
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Create a social CRM strategy that puts service first
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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
Download
CRM / Call Center Basics
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Get Started
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
- Transforming Retail for the Digital Age –White Paper
- The New Rules of Email Deliverability –White Paper
- Nexidia Analytics Solution Brief –Research Content
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News
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CRM strategy
Adobe, Microsoft move closer; Adobe upgrades Scan, Sign
Adobe brings its Document Cloud to Microsoft Office 365 and Dynamics 365, making it easier for licensees of both to quickly convert files into PDFs and into Acrobat.
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Sales strategy and sales force effectiveness
Balsam Brands deployed Hybris to aid expansions
Artificial Christmas tree manufacturer Balsam Brands uses Hybris to expand internationally, allowing for dynamic pricing and product catalogs, depending on the country.
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Customer experience management strategy
SAP looks to gain CRM traction with SAP C/4HANA
At Sapphire Now in Orlando, SAP unveiled its customer experience suite with the aim to better compete in the CRM market and provide a modern, 360-degree view of the customer.
SearchCRM Definitions
- emotions analytics (EA)
- Interactive Voice Response (IVR)
- customer experience management (CEM or CXM)
- speech analytics