A frustrated customer on hold, an agent juggling dozens of cases, a conversation that could go wrong in seconds. AI is ...

Transform your customer experience (CX) with CRM insights. Gain knowledge to elevate customer service with best practices strategies.

Examining the transition from the CRM-dominated tech landscape to a future shaped by AI, let's navigate the challenges, security concerns, and opportunities that lie ahead.

Flashy customer experience technology can’t fix broken processes. Balancing tech with people and strategy is key to improving CX results.

National Customer Service Week is the first full week of October — a designation we’ve celebrated every year since 1992. The week highlights the importance of customer service and the people who serve ...

Pipedrive’s new tool helps small business sales teams prioritize leads, automate prospecting, and focus on the most promising opportunities in real time.

Many vendors are missing a goldmine in personalizing customer experience because they are not thinking "inside" the box. A proprietary combination of software and on-demand printers from marketing ...

The front office is moving out the front door and into the world. Actually, it's exiting via the Internet, the windows and side doors, to form the basis of what will be the 'next normal' or whatever ...

New commerce research reveals that at least two-thirds of firms using chat apps such as WhatsApp and WeChat see greater commerce gains than competitors that do not.

As the CRM solution set continues to grow, it's likely that training systems will be increasingly important. That growth has the effect of converging vendor functionality at roughly the same place, ...

Customer-centric CEOs are putting their most important stakeholders, customers and employees, at the top of their agendas, and with good reason. Today, no matter what channel customers use to interact ...

You can reduce the story of CRM to a lot of things, especially its many component parts. Social networking, cloud computing and analytics are mentioned often. We don't need an exhaustive list, but if ...