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Bring yourself up to speed with our introductory content.

• Omnichannel customer experience takes aim at information silos

  Companies still struggle to join multiple communication channels to create a seamless experience for customers, whether it's that be for shopping or sales or service. Continue Reading

• Evaluating Salesforce Lightning

  Salesforce's application builder, Lightning, aims to democratize the app creation process by putting tools in the hands of business users. Continue Reading

• CRM platforms alone won't give total customer picture

  Some CRM vendors have started to demonstrate the power of unified CRM platforms, enabling companies to manage customer data, analytics, financials and more from a single application and get a unified view. But many companies still struggle with ... Continue Reading

• Using CRM systems for more than your sales department

  You can use CRM systems to manage processes in business units other than sales. Continue Reading

• The Multichannel mandate: Ready, set, automate

  The need to connect with customers across multiple channels has made it harder than ever to analyze customer data and provide much-needed services that improve the customer experience. This e-book series helps organizations navigate knotty ... Continue Reading

• Definitions to Get Started

  • social media influence
  • customer experience (CX)
  • relationship marketing
  • call center

  • brand ambassador
  • customer lifecycle
  • customer acquisition cost
  • marketing-qualified lead (MQL)

  View All Definitions

• How direct mail can enhance your marketing strategy

  While marketers increasingly rely on digital marketing methods, don't overlook direct mail. When used correctly, it can foster customer engagement.Continue Reading

• customer-centric

  Customer-centric is an approach to doing business that focuses on providing a positive customer experience both at the point of sale and after the sale in order to drive profit and gain competitive advantage.Continue Reading

• If you need to close more deals, consider predictive lead scoring

  Today, companies struggle to find the most promising sales leads. Predictive lead scoring can make the process more efficient.Continue Reading

• IT hiring strategy: Groom talent within or hire from outside?

  If you're wondering, 'Should I groom IT talent from within or hire from the outside?' both paths offer risks and rewards.Continue Reading

• CRM skills training essential for system management

  The right CRM training is crucial to the management and development of a CRM system. Make sure your staff has the right CRM skills to survive.Continue Reading

• multichannel marketing

  Multichannel marketing is the practice of businesses interacting with their customers through many different channels, meeting customers on the platforms that they prefer to use.Continue Reading

• big data CRM (big data customer relationship management)

  Big data CRM (big data customer relationship management) refers to the practice of integrating big data into a company's CRM processes with the goals of improving customer service, calculating return on investment on various initiatives and ...Continue Reading

• Big data CRM impossible without data integration, quality

  Companies looking to invest in big data initiatives for CRM need to ensure that their data houses are in order first.Continue Reading

• Intelligent use of big data fuels CRM opportunities

  Big data presents myriad challenges and benefits for CRM. Leveraging it can help companies achieve that elusive 360-degree customer view.Continue Reading

• digital marketing

  Digital marketing involves the various efforts by a company to connect with customers through digital and online communication channels, including email, geolocation and mobile marketing, social media, online customer communities, webinars and other...Continue Reading