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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.


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.


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.

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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.

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    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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    chat channels

    Chat channels are technologies enabling companies to engage with customers in live conversations.

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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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  • 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.