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Certainly, the pandemic has caused some upheavals in American business -- and it's true that the record of progress in economics is littered with creative destruction. But the absolutist prognostications about the future of digital commerce taking over the world made me think "here we go again." Tre...

Businesses fearful their workers may be targeted by fraudsters will want to take a look at the free Tax Scam Awareness Kit offered by Proofpoint. The kit, for both Windows and macOS, includes materials for an employee education campaign about tax fraud, three educational videos, an infographic, answ...

Even the most customer-centric businesses can overestimate their performance or miss the broad trends in customer behavior. That is why NICE inContact conducts annual surveys that track the customer experience from the perspective of businesses and consumers. CRM Buyer discussed the recent findings...

With most workers continuing to work remotely, CRM has become an important tool for managing relationship risk. Financial firms have to deal with market and operational risk, consumer retailers have to focus on supply chain risk, and all companies have to keep an eye on economic risk. Relationship r...

Lost customers and revenues are caused by password sharing and friction created at websites by onerous authentication procedures, according to a new report. The report explained that if accounts are being shared by multiple users, service providers are less likely to accurately monitor usage and are...

As we slowly climb out of the Covid anis horribilis, advocates of the new normal (whatever that is) may wish to temper their prognostications about working from home or working from anywhere. While those are good ideas, and the new crop of CRM apps that support such hybrid work lives are genuinely c...

Personalization and automation, two of the hottest buzzwords in the lexicon of CRM practitioners, are all the rage for marketers these days. But only 14 percent of organizations are using artificial intelligence or machine language to automate their marketing campaigns. A survey by Rackspace Technol...

Creating a smooth functioning interface for smart glasses that allows its wearers to operate in an augmented reality world has proven to be a challenging task, but Facebook believes it may have a solution on the human wrist. It's a comfortable location for all-day wear, Facebook noted. It's located ...

The arts have seen a shift in the last year away from in-person gatherings, but that doesn't mean that performances, showings, and other creative activities have stopped. Rather, they've been transformed, becoming increasingly virtual and digital. We spoke with experts in the arts, design, and marke...

In the old days you could identify weak spots in your business and purchase software systems designed to eliminate or at least to significantly reduce those liabilities. Performing an ROI analysis usually consisted of two parts: a before study to determine the business' steady state; and a post impl...

While virtually every vendor has some amount of support for people learning its products, there are no standards. Therefore, like everything else about CRM, it's wise to do your own analysis.

Monitoring and maintaining your data is an ongoing, strategic process. By educating your CRM users -- and making their data entry process as easy as possible -- you can ensure that better-quality data will be entering the system. Here's how you can give your company a true advantage -- and empower e...

One of the big marketing decisions confronting e-commerce vendors today is whether current performance is good enough. Online vendors need to consider their customers' shopping experience in order to assess existing barriers to stronger shopper responsiveness to digital storefronts. For retailers wh...

Two CRM vendors made news recently. Zoho had an analyst conference that reminded us that many businesses don't benefit enough from verticalized suites; and Microsoft introduced several vertical industry systems, including one for nonprofits. One could say that Zoho and Microsoft displayed mirror ima...