Strategy

As businesses seek more efficient ways to connect with customers, the demand for AI-driven CRM solutions is surging.

Nimble CRM stands out from traditional customer relationship management software by focusing on company-wide operations rather than just sales.

Ross Solomon, head of product management at financial solutions firm Broadridge, believes that firms must not lose sight of the big picture -- their existing customers. He argues that CX is not what gets customers in the door but keeps them from switching to competitors, even when the competition is...

Data and artificial intelligence are crucial for effective customer loyalty programs. They are also revolutionizing the role of traditional CRM platforms. Initially, CRM systems changed business interaction with customers. Energizing this process with AI-powered data feeds gave marketers a new way t...

Inconsistent brand experiences in e-commerce are common, often due to a disconnect between marketing efforts and contact center interactions. AI and CRM strategies can help bridge this gap, improving CX and loyalty.

Rebuilding Pipeliner CRM with open-source components posed challenges, including maintaining customer service and preserving the interface during a four-year overhaul.

The key to successful website design, particularly for e-commerce and brand-focused businesses, hinges on maximizing user experience. In UX design, digital diversity involves creating services and experiences that address the needs and perspectives of a broad range of users.

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.

As technologies like ChatGPT exemplify, generative AI is rapidly evolving, prompting businesses across industries to refine their application strategies. The challenge in 2024 is to leverage these new technologies to drive positive business outcomes and enhance customer satisfaction effectively.

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.

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...