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CRM strategy News
June 08, 2018
Data from connected devices can lead to a less service equals more approach to field service management, but some industries are still wary about achieving a return on investment.
May 23, 2018
Adobe looks to challenge Salesforce by adding e-commerce capabilities into its CX suite of products, just months after Salesforce doubled down on e-commerce with CloudCraze purchase.
May 15, 2018
HubSpot's Service Hub, the new customer service product, aims at helping small and medium businesses complete the view of the customer, combined with the company's sales and marketing products.
April 09, 2018
The Pipeline podcast looks back at the Adobe Summit and the conference's main themes. Listen in as our team discusses how the NFL uses Adobe to better personalize customer campaigns.
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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. Continue Reading
Partner relationship management (PRM) is a combination of the software, processes and strategies companies use to streamline business processes with partners who sell their products. Continue Reading
A call center agent is a person who handles incoming or outgoing customer calls for a business. Continue Reading
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Weigh the pros and cons of technologies, products and projects you are considering.
To customers, all channels are equal: phone, email, voice, video, chat, text messaging and social media. But managing social media customer interactions can be thornier. Continue Reading
Responding to positive and negative customer inquiries on social media is important, industry experts say, and that can go far in retaining customers and promoting your brand. Continue Reading
AI tools in CRM help companies deliver hyper-personalized customer experiences but prevent customers from actually having personal interactions with service agents. Continue Reading
Manage CRM strategy
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If your organization plans to implement AI into its workflow, be sure to develop a sound strategy and provide the necessary training to get the most out of the software. Continue Reading
CRM for today's businesses means AI chatbots, data mining, marketing personalization and equipping call centers to handle the many channels available to customers. Continue Reading
Learn what happens when a SearchCRM editor joins a panel as the paid skeptic to discuss whether AI technologies provide real value for helping businesses increase revenue. Continue Reading
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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. Continue Reading
Having trouble selecting the wine that goes best with a special meal? And what if your preferred shop doesn't have it? Vivino helps you choose -- and, if needed, find -- the right wine. Continue Reading
Call center agents need to make sure they have the skills for which hiring managers are looking. Here are the top call center agent job skills you'll need to land a job in a contact center. Continue Reading