AI Propels KM to Center Stage

Knowledge management is no longer confined to contact centers or tech support.

I Own My Own Experiences

No one department should have exclusive responsibility for the customer experience.

How Does CRM Affect Private Equity Investment?

Investors need a window into the health of a business.

Why Every Company Needs an Operating Model for CRM (and What That Means)

People don't use CRM the way it was intended.

AI Alone Can’t Do It All

Humans still need to be in the loop. Plus: We fondly remember a visionary colleague.

AI Goldfish or AI Dolphin—Which One Is Your Organization Ready to Be?

Beware of memory scars from past attempts to leverage AI.

5 CRM Questions Every Salesperson Should Ask

Get the most out of your CRM and AI resources.

Why AI Agents Are Booming and the Real Challenges Behind the Hype

The possibilities are exciting, but the path to a successful AI rollout isn't all smooth sailing.

What Does Internal CRM Evolution Look Like?

Pitfalls and best practices on your CRM implementation journey.

Don’t Let Fear Deter CX Investments in 2025

It is indeed possible to reduce operational complexity and overhead without compromising CX quality (thanks, AI).

Expect Change in the CRM Industry in 2025 and Beyond

If there's one thing that's certain, it is that the long-term outlook for the CRM market remains positive.

Optimizing CRM Adoption

Here's how to turn more of your CRM users into power users.

How to Map Success in the Growing CSO Role

Here are six areas on which to focus in the short and long term.

Where Does CRM Adoption Stand Today?

From data-entry drudgery to making people's work lives easier (and more productive).

Data Headlines Our 2024 Awards

None of the solutions we celebrate can work without data that is current, relevant, and accurate.

CRM, AI, and Technology Investment: Too Much of a Good Thing?

Despite the countless dollars companies are spending on AI, the quality of the experiences they provide to customers continues to decline.

CRM Embraces Financial Transactions Like Never Before

Pricing and payment processing are getting more integrated into CRM systems.

Dispatches From CRM’s Front Lines

Deployments and training aren't always dry affairs.

CRM Is Good, Even in the Bad Times

Some markets face an uphill climb, but that just makes investing in CRM even more crucial.

Sales’ Big Challenge: Winning the Game

When it comes to B2B sales, here's a look at one thing that hasn't changed over the years, but needs to.