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What’s the best way to ensure your investment in a new CRM pays off? For a start, the CRM you choose should consist of applications and functions which have been designed from the ground up to work together.

The company with a radically different product strategy, and a business model that included all stakeholders, continues to do well and to teach those of us willing to learn how business can be done better in the twenty-first century.

The idea of layoffs might be disconcerting for some. Others might wonder about the acuity of decision making in Redwood Shores or Austin or wherever Oracle does its thinking these days. But there’s a certain logic to it.

The Handwrytten app is part of an automated CRM tool that lets businesses — and individuals with an entrepreneurial passion — integrate computerized automation with personalized handwritten notes to customers. The result is a novel approach to updating one of marketing’s best-known strategies ...

Oracle's acquisition of health IT company Cerner could turn out to be pure genius. But right now, I see a Gumpian box of chocolates, and what I notice acutely are the missing jobs and resources in CX.

Monday Sales CRM is built on the company’s flexible low-code/no-code framework and is a fully customizable tool that can be implemented within minutes.

Using data from your CRM and other sources, you can optimize your customer journey, reducing leakage, cutting bounce rates, increasing satisfaction and boosting conversion rates. Here are Zoho’s top tips for effective customer-journey planning and optimization.

Replicant -- a tech company providing voice automation solutions for call centers -- is solving staffing and customer experience problems with voice AI technology that can "speak" with customers to solve routine issues like rebooking flights, refunding orders, or providing status updates.

Gen Zers do not balk at paying more for sustainable products or from brands that share their social and political views. But without providing convenient payment methods, retailers are conducting a losing proposition.

Different generations value different tools and mediums for interacting with their favorite brands. With so many digital options to choose from, brands must narrow their focus and ensure they are making the correct digital bets when it comes to the customer experience.

Some businesses are returning to the office and others continue working from anywhere or adopting hybrid strategies. All can benefit from the advantages of intelligent systems, and all of this is pointing to a paradigm shift once again led by CRM.

Delivering a great user experience is the key to building positive customer relationships. However, to achieve this, retailers must not be restricted to relying exclusively on CRM tools. Instead, they should be able leverage the data gathered by the CRM to seamlessly adjust operations across the wid...

B2B software marketers need visibility into how customers and prospects interact with their products so they can improve product experiences. This integration enhances the streamlining of operations, improves marketing opportunities, and reduces the risk of customer churn.

Software systems come and go. When is it time to re-evaluate your commitments in CRM and how do you know for sure? This simple quiz is based on my own market research for clients which I share with you to stimulate your thinking.

Sales and service are tightly related for the simple reason that they center on the newness of a category or product type and thus neophyte customers. When a product or its category are new it takes great effort to explain how something works and demonstrate the benefits.