CRM

Customer Relationship Management (CRM) news, analysis, research, how-to, opinion, and video.

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Why the subscription economy is the future of business

Zuora CEO Tien Tzuo says subscription-based companies are growing nine times faster than product companies and explains why ‘subscription relationship management’ platforms will replace existing ERP and CRM systems.

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How CRM buyers can negotiate the best deal

Avoid the risks of CRM software lock-in by choosing wisely the first time. Download this free IBISWorld procurement report that analyzes CRM vendors and pricing trends and learn how to get the best deal for your organization.

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The contact center and CRM collision leads to a new dominant species

The contact center and CRM collision will lead to a world ruled by those who understand how behaviors are leveraged across the entire customer journey.

customer service

Why happy developers equal happy customers

A company's greatest competitive advantage is its ability to deliver a great customer experience. And that starts with a happy software development team.

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The 5 things I hate about CRM systems

If CRM systems are ever to work, the responsibility for a great user experience has to be given to product managers and web/mobile designers.

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CRM and contact center are on a collision course

CRM and contact center—two industries that have, for the most part, co-existed on the desktop of the contact center agent—are headed for a mashup.

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Enterprise software: A look forward to 2017

Will 2017 be the year when customers really get what enterprise software vendors promise?

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How to conquer a CRM monster

A network of travel agencies found the CRM system it had been using for eight years had become a monster, so it turned to a cloud-based option -- and the results were off the charts.

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Comparing AI tools in Salesforce Einstein and Dynamics 365

Both Salesforce with Einstein and Microsoft with Dynamics 365 are offering AI capabilities that promise to improve your customer service, sales pipeline and business processes. Here’s a look at the new AI features, what’s available...

unified communications as a service

The real unified communications

Communications may be unified, but not in the way the term suggests. Ask Salesforce or SAP.

customer experience

Customers have a love/hate relationship with IT outsourcing providers

HPE, Oracle and IBM’s outsourcing customers are much more likely to recommend them, but many other IT service providers underperform in delivering a good customer experience.

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How online businesses grow sales in the offline world

The efficiency of ecommerce sales with one-click checkout and third-party fulfillment can come at the cost of intimacy between you and your customer. Here’s how some online businesses are getting personal.

video

An inside look at Cogito's newest emotional intelligence software

CIO's own Sarah White goes on location to examine the role of emotional intelligence software in the workplace and it's potential impact to customer service.

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CIOs question value of Microsoft’s LinkedIn buy

More than a month after the news of the massive acquisition broke, some CIOs are still wondering exactly what Microsoft is getting in the $26.2 billion deal.

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Microsoft bought LinkedIn for your relationship data

Combining LinkedIn’s business identity and relationship graph with Microsoft’s commercial cloud and business analysis tools makes a lot of (dollars and) sense.

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SAP design chief talks details of Apple deal

SAP's chief design officer says modern workers have high expectations for the enterprise apps they use each day, and the company's recent deal with Apple is designed to elevate business software and enhance the overall SAP user...

Apple's SAP deal means more iOS enterprise apps

Apple continues to make headway in the business world. This week it landed a significant partnership with SAP that could have a major impact on mobile productivity.

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6 cloud services for growing your small business

Small business technology and ecommerce experts discuss how investing in the right software and/or cloud-based services can help small online and bricks-and-mortar companies successfully scale.

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