CRM

A new era of customer relationship management is emerging, with a focus on innovative design and strategic platform goals. Businesses rethinking their use of these platforms can improve profit margins, enhance customer satisfaction, streamline operations, and foster innovative engagement strategies.

Revenue teams have grappled with organizational changes and unpredictable buyer behavior in recent years. Resolving those two factors is increasingly challenging for revenue leaders to empower teams with the insights needed to call accurate forecasts, effectively manage their pipeline, and hit their...

The concept of CRM evolving into a "customer personal assistant" is feasible and aligns with the broader trend of AI-driven personalization and automation. However, its success depends on various factors, including the organization's resources, technology infrastructure, and available data quality.

INSIGHTS

A New Era of Customer Service

Applying AI to customer service as a test case does have some advantages. Customers are different from sales prospects. A prospect can ghost you, but a customer has a need to make things work both product-wise and throughout the relationship.

AI integration is rapidly enhancing the capabilities of CRM platforms and how businesses interact with customers while retaining loyalty. Many customer experience leaders see expanding into new technologies as a way to mitigate the threat of lost customers and falling sales. This growing expansion o...

ANALYSIS

AI’s Breakout Year?

2023 will go down as the year that ChatGPT and other large language model generative AI tools hit the ground running, which put most CRM vendors in a full sprint to catch the newest wave. It also put some of us into a tizzy about the future of human life.

In today's competitive market, adding a human touch to e-commerce buying is a strategic need. It shows a deeper awareness of changing consumer expectations beyond the obvious benefits of improving customer pleasure and loyalty.

INSIGHTS

Landing Intelligent Customer Service

What a difference a decade makes. It seems only about that long ago that vendors were wrestling with providing the rudiments of automated triage for customer service. It was not often pretty, but they kept at it. Good thing, too.

INSIGHTS

CRM’s AI Singularity

Recently, Oracle and Microsoft jointly announced a cooperative pact to interoperate several of each other’s products to support Bing searches and other applications. The questions I have include whether this is significant and, if so, what it says about the future of CRM.

Which of these problems have you encountered with AI chatbots?
- select all that apply -
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