SearchCRM
New & Notable
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Email personalization resonates with customers
For some companies, personalizing email newsletter content still proves to be a highly effective marketing strategy for engaging customers and driving sales.
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.
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.
Evaluate
The benefits of marketing automation software
Marketing automation software can be a game-changer for sales and marketing departments, as it helps simplify campaign management and gauge the performance of marketing efforts.
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) +
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Evaluate
Email personalization resonates with customers
For some companies, personalizing email newsletter content still proves to be a highly effective marketing strategy for engaging customers and driving sales.
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The benefits of marketing automation software
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Shuttle lead tracking lets reps focus on closing deals
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Contact center AI expert reveals tech's promises -- and limits
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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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5 steps to improve contact center agent performance
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Role of a CRM manager vs. customer relationship manager
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Chatbots that strike the proper business tone
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Manage
Guide to customer experience management best practices, technologies
Customer experience management is growing. Learn about technologies, strategies and best practices that businesses are applying to their CEM.
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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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Sporting goods giant revamps approach to sales planning
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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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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.
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Get Started
Customers buy more and more into voice shopping
It's still early days for voice commerce and voice customer service channels. But companies are testing and investing in this new way to engage customers.
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Get Started
Convenience store boosts CX with new loyalty program
Since launching a loyalty rewards program last year, convenience store and gas station Yesway has driven 45.2% of loyalty members from the pump to the store.
Multimedia
Vendor Resources
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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.
-
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.
-
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.
SearchCRM Definitions
- customer effort score (CES)
- conversational commerce (voice commerce)
- lead nurturing
- mindshare (share of mind)