New & Notable
CRM strategy and implementation News
April 05, 2019
Salesforce's Lightning UI debuted three years ago, and the vendor stopped adding features to its predecessor, Classic. Customers cling to Classic, despite a big push for Lightning.
March 15, 2019
U.S. government agencies are undergoing a digital transformation, and Microsoft hopes that upgrades to its Government Cloud lineup will make its platform part of that change.
March 01, 2019
Microsoft is adding mixed reality capabilities for sales departments and for customer service, extending the features beyond their HoloLens headset and onto smartphones.
November 09, 2018
ERP-based and stand-alone e-commerce systems dominate the market. As more companies go to the cloud, CRM and CMS vie to be the next foundation of e-commerce.
CRM strategy and implementation Get Started
Bring yourself up to speed with our introductory content
Customer service is an age-old concept, but where does it fit into the customer experience? Here's how the two are different and where they intersect. Continue Reading
Customer experience strategy blurs lines between sales and marketing automation, customer service and e-commerce as they come together on next-generation customer experience platforms. Continue Reading
Choosing a CRM for small businesses can be difficult, as the most well-known CRM vendors cater to large enterprises. Others, however, create products with SMBs in mind. Continue Reading
Evaluate CRM strategy and implementation Vendors & Products
Weigh the pros and cons of technologies, products and projects you are considering.
Video chat is another channel for businesses to interact with employees and customers. Learn why businesses are placing increasing importance on video conferencing and about its effects on CX. Continue Reading
AI-enabled self-service platforms graduate from traditional customer support activities to more sophisticated methods of analyzing data on customer wants, needs and behavior. Continue Reading
There are two ways to set up a CX tech stack -- either an integrated CRM suite or best-of-breed approach. There are benefits to each model, and the two are compared here. Continue Reading
Manage CRM strategy and implementation
Learn to apply best practices and optimize your operations.
Customer experience management is growing. Learn about technologies, strategies and best practices that businesses are applying to their CEM. Continue Reading
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
Sales tech initiatives culminating with flipping the AI switch require operational and IT prep involving data aggregation, training salespeople and, possibly, shadow IT experiments. Continue Reading
Problem Solve CRM strategy and implementation Issues
We’ve gathered up expert advice and tips from professionals like you so that the answers you need are always available.
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
Companies still need to be convinced that content marketing strategies are must-haves in the marketing toolkit. Continue Reading
Not all data is the same. This primer explains the diversity of your CRM data types and how to glean actionable data from them. Continue Reading