Customer relationship management (CRM)

Customer relationship management (CRM) platforms remain the foundation of sales and service for most businesses. See how this mature technology is adapting to the era of customer experience management.

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Here’s a recent report from Worldwide Business Research (WBR) that explores how Netflix’s commitment to personalization is impacting customer expectations, Nike is turning data into unrivaled customer experiences, Wendy’s is driving customer experience through digital, and more.

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Customer relationship management (CRM) News

March 24, 2020 24 Mar'20
Zendesk Relater primes customers for remote call center work

Zendesk focuses on fledgling Sunshine and Sell CRM platforms, as well as helping its well-established customer service base switch to remote call center work.
March 09, 2020 09 Mar'20
Salesforce adds new features to Trailhead Live and Go mobile app

Trailhead Live now features a live chat option and is available on Trailhead Go. While the mobile app fills a need, users still gravitate toward the desktop version.
March 04, 2020 04 Mar'20
Zendesk Sunshine CRM, social media upgrades released

Zendesk upgraded Sunshine CRM and Support platforms to manage digital customer conversations, and added e-commerce tools that enable agents to work through order and payment issues.
February 27, 2020 27 Feb'20
Salesforce Vlocity acquisition to aid vertical CRM integrations

As Salesforce co-CEO Keith Block steps down, the CRM vendor acquires Vlocity to spur growth in healthcare, energy, media, government, financial services and insurance.

Customer relationship management (CRM) Get Started

Bring yourself up to speed with our introductory content

6 ideas to consider before making a C/4HANA SAP cloud migration

Moving to SAP's C/4HANA platform may lead to improved CX. However, companies should make some considerations before starting an on-premises to SAP cloud migration. Continue Reading
What are the differences between CRM, CDP and DMP platforms?

Sales and marketing terms are like alphabet soup, and the different acronyms can get confusing. Find out the difference between three major platforms: CRM, CDP and DMP. Continue Reading
What is the role of a customer success manager?

The customer success manager is an essential CX role that takes a proactive approach to ensuring customer loyalty and retention, balancing out automated CRM functions. Continue Reading

Evaluate Customer relationship management (CRM) Vendors & Products

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

Salesforce salary survey shows increase in Trailhead use

The annual Mason Frank International survey shows the top two Salesforce certifications are administrator and platform app builder. Trailhead use has also increased. Continue Reading
Software CDP features don't equate to CDP branding

While many tech companies have software with customer data platform attributes, some vendors, such as Salesforce and Oracle, don't put the CDP label on them. Continue Reading
What are some useful Salesforce CPQ features?

CPQ tools help speed up the quote process while providing accurate pricing, along with other features. Here's how this technology can help your organization. Continue Reading

Manage Customer relationship management (CRM)

Learn to apply best practices and optimize your operations.

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
Big retailers share their CX strategies

Effective customer experience strategies have a big impact on business success. Hear what Carnival Corp., Ritual Cosmetics and Ashley Stewart have to say about CX. 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

Problem Solve Customer relationship management (CRM) Issues

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

Salesforce Einstein Vision sinks teeth into shark recognition

Using drones and a modified version of Salesforce's Einstein Vision, marine biologists at the University of California, Santa Barbara, can track and identify great white sharks. Continue Reading
10 ways to improve the customer experience today

Many organizations struggle with where and how to improve CX, as the focus shifts from CRM to customer experience. Here are 10 strategies to use for a successful journey. Continue Reading
How Lucky Brand improved its online customer experience

As retailers try to keep up with customers' changing expectations, more and more brands are trying to mesh their online shopping experience with their in-store experience. Continue Reading