CRM strategy and implementation

Read the latest news and trends stories about CRM strategy and integration for businesses of all sizes, as well as case studies that help people purchasing this technology make sense of which vendors cater to their company size and vertical.

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September 23, 2020 23 Sep'20
Salesforce delivers CDP, DXP and sales meeting tools

Salesforce drops a customer data platform, new virtual sales meeting tools and makes the case for its own Experience Cloud to give users an Adobe alternate.
September 22, 2020 22 Sep'20
HubSpot CRM gets enterprise makeover

HubSpot might not yet frighten Salesforce with its competing platform, which now includes enterprise CRM, but the company definitely pushes upmarket with its latest offering.
June 30, 2020 30 Jun'20
Zendesk CRM adds email automation features

The Zendesk Sell CRM platform adds email automation features for customer engagement as the pandemic cuts off sales rep users' access to in-person customer meetings.
May 12, 2020 12 May'20
Salesforce coronavirus contact tracing platform goes national

Salesforce gets involved in state and local health authorities' coronavirus contact tracing efforts in New York City, Rhode Island, Massachusetts, California and Louisiana.

Bring yourself up to speed with our introductory content

Revenue operations vs. sales operations: What's the difference?

While revenue operations focus on revenue growth and integration of sales, marketing and service departments, sales operations keeps its focus on sales department efficiency. Continue Reading
Building a successful CX governance operating model

When developing a CX governance operating model, leaders should consider four key components: people, measurement framework, processes and tools and technologies. Continue Reading
These are the ABCs of marketing in the digital age

Audience understanding, behavior analysis, marketing convergence and accessible design are the ABCs of marketing in the digital age, according to Microsoft's Purna Virji. Continue Reading

Weigh the pros and cons of technologies, products and projects you are considering.

Key differences between transactional and relationship marketing

Some companies thrive on building strong relationships with customers, while others want to make a sale without long-term commitment. Either way, the business needs a strategy. Continue Reading
Have success with SAP C/4HANA on-premises-to-cloud migration

There is no one way to complete a CRM platform migration, but a little planning and asking questions along the way can ensure you are on the road to success. Continue Reading
How can customer relationship metrics benefit CX?

Companies often look at customer relationship metrics to determine how customers feel about a brand. Here are examples of how to obtain and use information to qualify customer relationships. Continue Reading

Learn to apply best practices and optimize your operations.

9 skills that call center agents need for success

Contact centers accommodate all channels of communication, which means hiring managers must train call center agents to keep up with customer demands. Continue Reading
9 steps for negotiating deals with Salesforce

Understanding the Salesforce fiscal calendar, motivations of sales agents and what your businesses needs from a deal are key steps in negotiating contracts with the CRM giant. Continue Reading
Salesforce customers supplement CRM with AppExchange tools

Salesforce customers are turning to the AppExchange to supplement their CRM function. Many find AppExchange tools to be more cost-effective and to integrate better with the CRM. Continue Reading

We’ve gathered up expert advice and tips from professionals like you so that the answers you need are always available.

3 ways CRM improves customer experience

To be efficient, businesses need their information in one place. Using a CRM system, companies can improve CX by keeping track of their customers and automating business processes. Continue Reading
Five common pitfalls in content marketing strategies

Companies still need to be convinced that content marketing strategies are must-haves in the marketing toolkit. Continue Reading
Case Study: Can field service management ring a telecom's bell?

Field service management is an area of CRM you may have forgotten about, but it's alive and well and using analytics to improve service levels. Continue Reading