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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.

Amidst this year's back-to-store shopping trend, as large companies try to work through e-commerce mishaps, musical instrument and pro-audio retailer Sweetwater has seen an increase in online sales. The company attributes much of its success to top-of-the-line experiences both online and through its...

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.

Some of the technology that drives modern selling is really helpful, but too much seems aimed at scratching the itch of lead generation with no thought to what one does to process a lead.

Virtual or hybrid work environments are likely to become standard fixtures for organizations. Knowledge management will play and imperative role, as the need for collaboration and the ability to share and find organizational information virtually, and at any time, only increases.

With a little planning, customer interactions can be turned into a satisfying and pleasant experience. Here are a few of the most prevalent problems with call centers and what you can do to fix them.

Automation is the key to future-proofing a company’s customer service journey. Oracle’s innovative solutions solve two inherent stumbling blocks with turn-key effectiveness. One is providing effective customer service by having the ability to respond to every customer’s unique issu...

Zoho Marketing Plus is an attempt to bring things back into focus so that SMBs can do the same things in marketing that larger companies do with more labor. You might call this the second democratization of information.

Businesses across all industries are competing in the experience economy. The best way to stand out from the competition and retain customers is with optimal customer experiences, according to cloud technology firm Oracle. While this sounds simple, differentiation is a daunting task for many busines...