Archive

We spoke with CEO Luke Wang about how Surefront's platform unifies PLM, PIM, and CRM software, transforming retail and supply chain management.

Despite the growing emphasis on using AI in the workplace, a U.K.- and U.S.-based Workbooks survey reveals that human support remains the preferred choice for businesses implementing CRM solutions. The findings highlight the limitations and challenges of increasing reliance on AI within CRM systems.

SAS Head of Martech Solutions Marketing Jonathan Moran shares his insight and lengthy experience integrating various forms of AI to improve CRM efficiency.

We’re at a turning point in business, technology, and society, and I don’t think there’s been anything quite like it since the 1960s. What impresses me so far is how stately this revolution has been. If you think these days are chaotic, all I can say is you should have been around in 1968.

Bigeye's new Dependency-Driven Monitoring platform is a data observability solution that allows enterprise data teams to see more trustworthy results from their CRM systems.

The battle between bots and humans raged for years in customer service. Now, it seems that many American workers are embracing the benefits of AI.

I am seeing a pattern. Last time I looked at how Oracle’s generative AI is integrating into a variety of front- and back-office work areas like supply chain, HR, and, of course, CRM. Today, I want to examine Salesforce’s recently announced AI enhancements for its Field Service Suite. The pattern...

Oracle has announced 50 new generative AI apps for its application suite that embed into existing business workflows across finance, supply chain, HR, sales, marketing, and service, as well as an expansion of the Oracle Guided Journeys’ extensibility. It seems like good stuff, but it also neatly d...

Today’s challenge for CRM vendors lies in simplifying the adoption of sophisticated, out-of-the-box AI models over the complexities of DIY projects, which can be daunting. Simplification is crucial, as AI-powered CRM platforms are revolutionizing how businesses deliver customer experiences.

A new era of customer relationship management is emerging, with a focus on innovative design and strategic platform goals. Businesses rethinking their use of these platforms can improve profit margins, enhance customer satisfaction, streamline operations, and foster innovative engagement strategies.

Revenue teams have grappled with organizational changes and unpredictable buyer behavior in recent years. Resolving those two factors is increasingly challenging for revenue leaders to empower teams with the insights needed to call accurate forecasts, effectively manage their pipeline, and hit their...

The concept of CRM evolving into a "customer personal assistant" is feasible and aligns with the broader trend of AI-driven personalization and automation. However, its success depends on various factors, including the organization's resources, technology infrastructure, and available data quality.

Applying AI to customer service as a test case does have some advantages. Customers are different from sales prospects. A prospect can ghost you, but a customer has a need to make things work both product-wise and throughout the relationship.

AI integration is rapidly enhancing the capabilities of CRM platforms and how businesses interact with customers while retaining loyalty. Many customer experience leaders see expanding into new technologies as a way to mitigate the threat of lost customers and falling sales. This growing expansion o...

2023 will go down as the year that ChatGPT and other large language model generative AI tools hit the ground running, which put most CRM vendors in a full sprint to catch the newest wave. It also put some of us into a tizzy about the future of human life.