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CRM and CX management at crossroads in the customer journey
CRM will live on in enterprise IT -- in some form -- for some time to come. But many brands are pivoting to the customer experience management models of doing business.
Evaluate
Companies shift in philosophies from CRM to CX
It might be time to retire the decades-old concept of CRM now that CX is appearing everywhere. Learn how embracing CX alters the thinking of enterprise leadership.
News
Better online CX can bring customers into stores
Consumers are providing retailers with more data than ever before, with expectations that they will receive a personalized experience. But that can be challenging for retailers.
News
HubSpot creates venture fund for startups
HubSpot remembers the financial backing it received as a new company and creates its own $30 million venture fund to invest in startups that align with the HubSpot mission.
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
Verizon's CX play could boost telecom's software future
Telecom giant Verizon is boosting its software business with an AI-based CX system for contact centers, with tools for virtual and live agents, authoring and social engagement.
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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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Scott Robinson asks:
In the shift from CRM to CX, how has your company changed its business practices?
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Evaluate
CRM and CX management at crossroads in the customer journey
CRM will live on in enterprise IT -- in some form -- for some time to come. But many brands are pivoting to the customer experience management models of doing business.
-
Companies shift in philosophies from CRM to CX
-
Better online CX can bring customers into stores
-
Infographic: Differences between CRM and CX
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Problem Solve
How to anticipate and mitigate customer dropouts
Learn about the key metrics marketing teams can use to analyze customer intent, detect leads in danger of dropping out and focus energy on nurturing those leads.
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Social CRM data may not be as trustworthy as you think
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Microsoft nonprofit CRM catches up with Salesforce
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Mystery shopping platforms offer rich CX data
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Manage
6 tips for inspiring fierce customer loyalty
Sandy Rogers of FranklinCovey offers tips for customer service managers on how to encourage positive traits in agents, such as empathy, responsibility and generosity.
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Tips to ensure successful call center agents
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When to give automation software decision-making power
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GDPR compliance requirements for CRM managers
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E-Handbook | January 2019
CRM and CX management at crossroads in the customer journey
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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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CRM / Call Center Basics
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chatbot
A chatbot (sometimes referred to as a chatterbot) is a computer program that attempts to simulate the conversation or "chatter" of a human being via text or voice interactions.
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customer service and support
Customer service and support (CSS) is the part of a company's customer relationship management (CRM) department that interacts with a customer for their immediate benefit, including components such as the contact center, the help desk, and the call ...
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brand ambassador
A brand ambassador is an advocate of a particular company's products and services.
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Vendor Resources
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News
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Customer experience management strategy
Verizon's CX play could boost telecom's software future
Telecom giant Verizon is boosting its software business with an AI-based CX system for contact centers, with tools for virtual and live agents, authoring and social engagement.
-
Commerce technology and strategy
Better online CX can bring customers into stores
Consumers are providing retailers with more data than ever before, with expectations that they will receive a personalized experience. But that can be challenging for retailers.
-
CRM industry news
HubSpot creates venture fund for startups
HubSpot remembers the financial backing it received as a new company and creates its own $30 million venture fund to invest in startups that align with the HubSpot mission.