SearchCRM
New & Notable
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.
Evaluate
Getting AI, bots under control begins with transparency
The bots are coming! Pegasystems' AI lead explains in a video why automation transparency is key to successful implementation and speculates what the bot future will look like.
News
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.
News
Data migration software coming for SAP CRM
At Sapphire Now, SAP unveiled C/4HANA, a suite of applications that brings together ERP and CRM. To make it easier to switch, migration tools can be added to the suite.
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
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
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.
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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 Evaluate
Is AI losing steam for marketing automation?
Between new GDPR email marketing regulations and questions about AI, the marketing automation trends to watch might include an AI slowdown. Experts give mixed opinions.
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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
Chatbots so far: Mostly dumb and untrustworthy
Vendors claim consumers want self-service chatbots. Turns out they'd rather scrub toilets or go to the dentist than converse with customer service in general, bots included.
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Tips and tricks for interacting with customers on social media
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Social media CRM expectations rise
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Cloud choices for CRM aren't always so obvious
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Problem Solve
Chatbots that strike the proper business tone
Planning, patience, trial and error and a business-minded team approach are the keystones to developing chatbots with human-like qualities that seamlessly assist customers.
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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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Vivino's chatbot sommeliers driving AI in wine shops
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Manage
Balancing marketing tools with customer service
Customer acquisition and customer retention strategies start with people and marketing automation tools. How much you should invest in either area depends on a number of factors.
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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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Call centers must address GDPR compliance questions
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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
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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.
-
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.
-
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