CRM tools and strategy
Customer relationship management combines various tools -- like marketing and sales force automation software -- and strategies to help organizations maintain, manage and learn from customer interactions. Find out the latest news and expert advice for your CRM approach.
Top Stories
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News
06 Mar 2024
Salesforce users empowered to build no-code Einstein Copilots
Salesforce admins and developers can build custom generative AI assistants for workflows across the platform for sales, service, marketing and e-commerce. Continue Reading
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Tip
13 Feb 2024
Top 6 marketing automation certifications and courses
With the right marketing automation certifications, SMBs and small marketing teams can gain the skills and expertise needed to compete with larger companies in their markets. Continue Reading
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Tip
09 Feb 2024
Microsoft Dynamics 365 vs. Salesforce: How do they differ?
Microsoft Dynamics 365 and Salesforce both help organizations streamline sales, service and marketing processes. Yet, they differ in architecture and integration capabilities. Continue Reading
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Tip
01 Feb 2024
How to get started with marketing automation for SMBs
Marketing automation can help SMBs, which may lack marketing budgets and resources. With certain processes automated, an SMB's marketing team can spend more time creating. Continue Reading
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Tip
31 Jan 2024
7 customer experience trends to know in 2024
Customer experience trends like AI, customer data management and loyalty programs can all help organizations ensure they can attract and keep customers. Continue Reading
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News
19 Jan 2024
Salesforce unveils retail shopping and marketing AI tools
The CRM vendor brings generative AI to analytics and management tools for businesses' marketing teams and Copilot for Shoppers for swifter product discovery and purchase. Continue Reading
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Infographic
21 Dec 2023
2 Salesforce acquisitions in 2023 close year of austerity
In a year that began with layoffs, Salesforce changed its tune about acquisitions. Instead, it invested more, aiming to aid companies with products that its customers need. Continue Reading
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Definition
18 Dec 2023
holistic (holistic technology)
Holistic technology is an approach to IT management that considers the infrastructure as a whole instead of as a collection of individual systems. Continue Reading
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Feature
15 Dec 2023
Overview of RingCentral's RingCX AI-powered CCaaS platform
RingCentral's new contact center-as-a-service offering, RingCX, is poised to shake up the CCaaS market. Explore its benefits and features to see if it works for your organization. Continue Reading
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Feature
15 Dec 2023
Meta Threads explained: Everything you need to know
Meta Threads had record user sign-ups in its first week but needs to sustain engagement to challenge Twitter. Continue Reading
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Tip
07 Dec 2023
Microsoft Dynamics 365 best practices for implementation
Microsoft Dynamics 365 offers business apps to help organizations boost efficiency. Best practices for implementation include creating the right team and designing a simple UX. Continue Reading
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Definition
21 Nov 2023
customer profiling
Customer profiling is the detailed and systematic process of constructing a clear portrait of a company's ideal customer by gathering and analyzing information about their demographic, psychographic and behavioral attributes. Continue Reading
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Definition
16 Nov 2023
buyer persona
A buyer persona is a composite representation of a specific type of customer in a market segment. Continue Reading
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Tip
14 Nov 2023
7 Microsoft Dynamics 365 implementation issues
Microsoft Dynamics 365 presents unique implementation challenges for organizations, like data migration and customizations. Explore these challenges and strategies to solve them. Continue Reading
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News
08 Nov 2023
Zendesk unveils tools for agents to improve customer service
The customer service and CRM vendor unveiled no-code tools, including a layout builder to let teams customize agent interfaces for specific roles and workflows. Continue Reading
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Tip
07 Nov 2023
5 benefits of Microsoft Dynamics 365
Dynamics 365 offers a comprehensive set of cloud-based business apps to help organizations eliminate data silos, improve decision-making and automate workflows. Continue Reading
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Feature
31 Oct 2023
An overview of Microsoft Dynamics 365
Dynamics 365 unites various CRM and ERP tools into one platform. CRM apps include Dynamics 365 Sales and Customer Service, and ERP tools include Finance and Commerce. Continue Reading
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Definition
30 Oct 2023
digital marketing
Digital marketing is the promotion and marketing of goods and services to consumers through digital channels and electronic technologies. Continue Reading
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Definition
19 Oct 2023
CRM (customer relationship management)
Customer relationship management (CRM) is the combination of practices, strategies and technologies that companies use to manage and analyze customer interactions and data throughout the customer lifecycle. Continue Reading
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Definition
11 Oct 2023
Salesforce
Salesforce, Inc. is a cloud computing and social enterprise software-as-a-service (SaaS) provider based in San Francisco. Continue Reading
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Definition
02 Oct 2023
virtual assistant (AI assistant)
A virtual assistant, also called an AI assistant or digital assistant, is an application program that understands natural language voice commands and completes tasks for the user. Continue Reading
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Definition
19 Sep 2023
Salesforce Commerce Cloud
Salesforce Commerce Cloud is a cloud-based suite of products that enable e-commerce businesses to set up e-commerce sites, drive more automation and provide customers with seamless shopping experiences. Continue Reading
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News
19 Sep 2023
Oracle's CX GenAI tools consolidate data, manage knowledge
The cloud platform vendor unveiled GenAI tools to increase productivity for marketers, sales teams and customer service agents by creating content and retrieving information. Continue Reading
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Definition
18 Sep 2023
Salesforce DX
Salesforce DX, or SFDX, is a set of software development tools that lets developers build, test and ship many kinds of applications on the Salesforce Platform. Continue Reading
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Definition
15 Sep 2023
What is machine learning and how does it work? In-depth guide
Machine learning (ML) is a type of artificial intelligence (AI) focused on building computer systems that learn from data. The broad range of techniques ML encompasses enables software applications to improve their performance over time. Continue Reading
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News
13 Sep 2023
Pegasystems releases new GenAI tools for Pega Infinity '23
The vendor is out with new GenAI features for Pega Infinity '23. It also renews its business process management focus and makes other updates generally available. Continue Reading
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Definition
12 Sep 2023
omnichannel
Omnichannel -- also spelled omni-channel -- is an approach to sales, marketing and customer support that seeks to provide customers with a seamless and unified brand experience, regardless of which channel they use. Continue Reading
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News
12 Sep 2023
Einstein 1 Data Cloud fuels Salesforce's AI, analytics
The CRM giant's new metadata management layer is capable of processing more data than previous versions to better enable customers' artificial intelligence and analytics needs. Continue Reading
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News
12 Sep 2023
Salesforce unveils Einstein 1 to embed AI in every app
The CRM vendor unveils a suite of new capabilities for its revamped AI platform, including a genAI Copilot in every app, and a way to customize the Copilot's functions. Continue Reading
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Definition
08 Sep 2023
mindshare (share of mind)
Mindshare, also known as share of mind, is an approach to marketing that involves attempting to make a company, brand or product the first one that comes to mind when a customer thinks of a particular market. Continue Reading
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News
06 Sep 2023
HubSpot unveils AI-based Campaign Assistant, LinkedIn tie-in
The CRM vendor unveiled a virtual assistant tool, Campaign Assistant, to help marketers build campaigns and an integration between HubSpot and LinkedIn Sales Navigator. Continue Reading
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Answer
06 Sep 2023
What does a sales enablement manager do?
A sales enablement manager helps sales reps boost productivity and improves their workflows to generate more revenue. Some organizations may have a full sales enablement team. Continue Reading
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News
06 Sep 2023
HubSpot unveils AI capabilities, releases Sales Hub tools
The CRM vendor unveiled virtual assistants to automate customer service and project future sales, and released tools to centralize sales reps' daily tasks and prioritize leads. Continue Reading
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Definition
23 Aug 2023
brand recognition
Brand recognition is the extent to which a consumer can correctly identify a particular product or service just by viewing the product or service's logo, tag line, packaging or advertising campaign. Continue Reading
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Definition
10 Aug 2023
content personalization
Content personalization is a branding and marketing strategy in which webpages, email and other forms of content are tailored to match the characteristics, preferences or behaviors of individual users. Continue Reading
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Guest Post
09 Aug 2023
Why businesses should prioritize customer retention
Proper customer retention can help businesses grow, save money and better understand consumers. Its benefits can lead to better customer experiences and greater business success. Continue Reading
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Definition
08 Aug 2023
multichannel marketing
Multichannel marketing refers to the practice of companies interacting with customers via multiple channels, both direct and indirect, to sell them goods and services. Continue Reading
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Tip
03 Aug 2023
7 ways to successfully align your sales and marketing teams
Learn how to create a close collaboration between sales and marketing that can lead to more effective marketing campaigns, an increase in qualified leads and a boost in revenue. Continue Reading
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News
02 Aug 2023
Salesforce offers tighter Slack integration with Sales Cloud
The CRM giant released tools that bring customer data and insights to the collaboration platform, such as instant account updates sent directly to channels for review. Continue Reading
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Tip
31 Jul 2023
7 account-based marketing tactics for your business
You can grow business revenue through an effective ABM strategy the complements lead-generation efforts. Here are 7 tactics to make your ABM program effective. Continue Reading
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Tip
31 Jul 2023
12 essential ABM metrics and KPIs to measure success
Account-based marketing metrics let teams effectively engage with key decision-makers within target accounts, strengthen customer loyalty and identify areas of improvement. Continue Reading
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Tip
31 Jul 2023
Account-based marketing vs. lead generation, explained
Discover the key differences between lead generation and account-based marketing, as well as pros and cons and how to decide which approach is best for your organization. Continue Reading
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Definition
31 Jul 2023
demand generation
Demand generation is the process of creating and cultivating interest in a product or service with the goal of generating high-quality leads that can be nurtured into loyal customers. Continue Reading
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Definition
27 Jul 2023
account-based experience (ABX)
Account-based experience (ABX) is a business-to-business (B2B) strategy in which the sales, marketing and customer success departments work together to provide accounts with a unified, personalized experience throughout the buyer journey. Continue Reading
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Definition
25 Jul 2023
customer journey map
A customer journey map is a visual representation of the stages a customer goes through when interacting with a company. Continue Reading
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Definition
19 Jul 2023
process manufacturing
Process manufacturing is a production method in which goods are created by combining supplies, ingredients or raw materials using a predetermined formula or recipe. Continue Reading
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Definition
13 Jul 2023
quality of experience (QoE or QoX)
Quality of experience (QoE or QoX) is a measure of the overall level of a customer's satisfaction and experience with a product or service and the vendor that's providing that product or service. Continue Reading
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Answer
06 Jul 2023
What is the role of a customer relationship manager?
The customer relationship manager -- a role that differs from a CRM manager -- has a challenging and ever-evolving role to play when it comes to optimizing the customer experience. Continue Reading
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News
30 Jun 2023
Salesforce brings more AI tools to Sales GPT and Service GPT
The CRM giant brings generative AI-supported tools like message creation and call summaries to sales and service workers, and teams with Deloitte Digital for AI safety resources. Continue Reading
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Definition
30 Jun 2023
voice of the customer (VOC)
Voice of the customer (VOC) is the component of customer experience that focuses on customer needs, wants, expectations and preferences. Continue Reading
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News
15 Jun 2023
Tableau analytics platform tightens connection to Salesforce
The update includes a tightened connection to Salesforce aimed at making it easier for joint customers to work with their customer data. The update also provides more functions. Continue Reading
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Definition
15 Jun 2023
RFx
RFx (request for x) encompasses the entire formal request process and can include request for bid (RFB), request for information (RFI), request for proposal (RFP), request for quotation (RFQ) and request for tender (RFT). Continue Reading
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News
12 Jun 2023
Salesforce unveils AI Cloud with new Einstein GPT Trust Layer
AI Cloud houses the Einstein GPT Trust Layer with generative AI safety features, including data masking to remove personal information from data sent to large language models. Continue Reading
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News
09 Jun 2023
LinkedIn unveils generative AI-based tools for B2B marketers
The professional network's new products let marketers create ad copy, message other company Pages, and post different types of ads to attract buyers throughout the buying process. Continue Reading
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News
07 Jun 2023
Salesforce adds GPT to Commerce and Marketing clouds
The CRM giant adds generative AI capabilities and an expanded Google partnership to help marketers bring personalized content to customers and improve CX. Continue Reading
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Definition
23 May 2023
Adobe Experience Platform
Adobe Experience Platform is a suite of customer experience management (CXM) solutions from Adobe. Continue Reading
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Definition
11 May 2023
Salesforce Platform (formerly Force.com)
The Salesforce Platform -- formerly known as Force.com -- is a platform as a service (PaaS) product that simplifies the development and deployment of cloud-based applications and websites. Continue Reading
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News
10 May 2023
Zendesk out with generative AI-supported tools for better CX
In partnership with ChatGPT creator OpenAI, the customer service vendor introduces smart CX tools such as sentiment analysis for faster workflows and bots for contextual replies. Continue Reading
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Definition
05 May 2023
hamburger icon (slide drawer navigation)
A hamburger icon is a navigational symbol in user interface (UI) design. Continue Reading
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News
04 May 2023
Slack GPT quickly summarizes channels and creates canvases
The CRM giant unveiled a generative AI assistant for its Slack collaboration platform to let users quickly summarize channels, draft messages and create whiteboard-like canvases. Continue Reading
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News
03 May 2023
Salesforce brings GPT to customer service, sales platforms
The CRM giant brings generative AI capabilities to its sales and service platforms for fast, relevant email, message and article creation, as well as multilanguage transcription. Continue Reading
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Tip
03 May 2023
CRM vs. CMS: How they differ and how to integrate them
CMSes and CRM systems serve different purposes, but together, they can help organizations improve customer data management as well as automate sales and marketing strategies. Continue Reading
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Definition
25 Apr 2023
voice recognition (speaker recognition)
Voice or speaker recognition is the ability of a machine or program to receive and interpret dictation or to understand and perform spoken commands. Continue Reading
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News
25 Apr 2023
Salesforce brings Einstein GPT to Field Service Mobile
The CRM giant harnesses generative AI to let Field Service Mobile users create drafts and discuss customer problems on Slack and help them find self-service tools. Continue Reading
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News
19 Apr 2023
Salesforce integrates Einstein GPT and Data Cloud into Flow
The CRM giant updated Flow, its automation toolkit, with generative AI and Data Cloud capabilities to trigger automatic responses using natural language prompts and real-time data. Continue Reading
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News
14 Apr 2023
Zendesk teams with OpenAI for new AI-backed CX tools
The CX giant's partnership with OpenAI brings new tools to help CX personnel summarize content, create knowledge bases and macros, and quickly compose ticket responses. Continue Reading
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Definition
11 Apr 2023
Oracle Customer Experience Cloud (Oracle CX Cloud)
Oracle Customer Experience Cloud (Oracle CX Cloud) is a suite of cloud-based tools for customer relationship management (CRM), sales, marketing, customer service, e-commerce and other tools, such as configure, price, quote (CPQ) tools. Continue Reading
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News
06 Apr 2023
Overcoming data privacy challenges in digital marketing
As access to customers' personal data tightens, online marketers must reevaluate their strategies to reach their desired targets in an effective and creative way. Continue Reading
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News
05 Apr 2023
Salesforce forms new Trailblazer community group for sales
The CRM software giant aims to fill sales personnel gap with new sales-focused learners group named Salesblazer and sales certification for existing courses. Continue Reading
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Definition
23 Mar 2023
sales development representative (SDR)
A sales development representative (SDR) is an individual who focuses on prospecting, moving and qualifying leads through the sales pipeline and then delivers those leads to individuals who are responsible for closing sales. Continue Reading
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News
22 Mar 2023
Adobe unveils new collaboration tool for marketing teams
The CX giant revealed new technology for faster workflows between marketing, product and data teams to collaborate on marketing campaigns in its new Product Analytics platform. Continue Reading
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News
21 Mar 2023
Adobe Firefly brings generative AI image marketing tool
The CX giant's Firefly is an image creator trained on millions of visuals from Adobe stock content to understand written commands and make images for better marketing. Continue Reading
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News
21 Mar 2023
Adobe and RainFocus pair for more data insight at events
The CX software giant pairs with the event marketing services vendor to provide customers with tools for deeper personalized experiences at in-person and online events. Continue Reading
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Tip
08 Mar 2023
7 customer success best practices
Customer success aims to ensure a positive CX after the sales process is complete. These best practices can help teams stay on track and keep customers satisfied. Continue Reading
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News
08 Mar 2023
Qualtrics' customer experience tools enter rage-filled times
Qualtrics rolls out new customer experience tools while it ponders a buyout from Silver Lake, a private equity firm. Continue Reading
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News
07 Mar 2023
HubSpot intros AI tools to make content creation easier
The new AI tools are aimed at marketing, sales and customer service teams that create websites and blogs. They also provide customers with a natural language chat-based experience. Continue Reading
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News
07 Mar 2023
Salesforce joins generative AI ranks with Einstein GPT
The CRM giant capitalizes on GPT 3.5 tech, weaving generative AI into code creation, Slack tools and customer interactions. The vendor also launched a $250M AI investment fund. Continue Reading
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News
06 Mar 2023
Microsoft's new Dynamics 365 Copilot uses generative AI
Copilot accelerates routine tasks for marketing and sales teams like creating email responses and collecting customer insight data, intensifying the AI race in CRM software. Continue Reading
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News
01 Mar 2023
Generative AI-supported tools coming from Pegasystems
CRM platform Pega Infinity will incorporate artificial intelligence language tools for quicker task management, insight visualization and app development. Continue Reading
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Definition
28 Feb 2023
MuleSoft
MuleSoft is a Salesforce company that provides numerous tools to build automations and integrations for various enterprise use cases. Continue Reading
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Definition
27 Feb 2023
Salesforce Customer 360
Salesforce Customer 360 is a collection of tools that connect Salesforce apps and create a unified customer ID to build a single view of the customer. Continue Reading
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News
24 Feb 2023
CRM titan Salesforce is squeezed in a competitive market
CRM and CX giant Salesforce is plagued by an activist investor, slower business growth and pressure to increase profit margins with layoffs as the CRM market gets more competitive. Continue Reading
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Answer
15 Feb 2023
What does a customer success manager do?
The customer success manager is an essential CX role that takes a proactive approach to ensuring customer loyalty and retention when the sales process is complete. Continue Reading
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Definition
07 Feb 2023
digital library
A digital library is a collection of digital objects, such as books, magazines, audio recordings, video recordings and other documents that are accessible electronically. Continue Reading
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Definition
24 Jan 2023
chief customer officer (CCO)
A chief customer officer, or customer experience officer, is responsible for customer research, communicating with company employees and taking charge of customer experience (CX) metrics. Continue Reading
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News
18 Jan 2023
Microsoft and Salesforce step up smart store retail tech
The tech giants are quickly evolving their technologies aimed at the brick and mortar commerce market, with new software for smart store analytics, CX and retail associates. Continue Reading
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News
04 Jan 2023
Salesforce 2023 layoff plans follow recent executive exodus
Changes continue to shake up Salesforce, with a 10% workforce reduction and office space closures this year following recent departures of top executives. Continue Reading
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Definition
28 Dec 2022
planogram
A planogram is a diagram that shows how and where specific retail products should be placed on retail shelves or displays to increase customer purchases. Continue Reading
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Definition
15 Dec 2022
direct email marketing
Direct email marketing is a format for email-based campaigns in which standalone advertisements are sent to a targeted list of recipients. Continue Reading
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Definition
14 Dec 2022
integration
Integration is the act of bringing together smaller components or information stored in different subsystems into a single functioning unit. Continue Reading
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News
08 Dec 2022
Salesforce-Slack integrations continue as cofounder departs
Salesforce unveils new Slack and Sales Cloud integrations following news that Slack's cofounder and other executives at the company have stepped down. Continue Reading
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News
28 Oct 2022
How Musk's Twitter takeover could affect business accounts
Potential changes to Twitter's advertising and security policies are top issues for business owners who rely on the social media platform for brand visibility and sales. Continue Reading
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News
19 Oct 2022
CRM and BPM vendor Pegasystems adds new AI features
The CRM and business process management vendor, looking to scale up, introduced new features for business users, service representatives and call center customers. Continue Reading
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Definition
19 Oct 2022
CRM (customer relationship management) analytics
CRM (customer relationship management) analytics comprises all of the programming that analyzes data about customers and presents it to an organization to help facilitate and streamline better business decisions. Continue Reading
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News
19 Oct 2022
Oracle pushes forward with CX tech amid layoff cycle
Rumors of the demise of Oracle marketing, CRM and customer service turn out to be unfounded, as the company forges ahead with vertical-specific CX offerings. Continue Reading
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Feature
12 Oct 2022
Top 4 CRM systems comparison
What differentiates the 'big four' CRM providers? Explore the advantages and disadvantages of Salesforce, Oracle, Microsoft and SAP in this CRM comparison. Continue Reading
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News
12 Oct 2022
Microsoft adds conversational AI to Dynamics 365
At Ignite, Microsoft Dynamics 365 users get AI-based automation capabilities with emphasis on conversational intelligence for sales and customer service. Continue Reading
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Definition
04 Oct 2022
hockey stick growth
Hockey stick growth is a growth pattern in a line chart that shows a sudden and extremely rapid growth after a long period of linear growth. Continue Reading
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Opinion
27 Sep 2022
Salesforce's Marc Benioff and Bret Taylor the latest co-CEO trial
Some software companies rule their worlds with co-CEOs for years. Other co-CEO arrangements don't last long. We consider the future of Salesforce's current chief executive duo. Continue Reading
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Definition
23 Sep 2022
Salesforce Trailhead
Salesforce Trailhead is a series of online tutorials that coach beginner and intermediate developers who need to learn how to code for the Salesforce platform. Continue Reading
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News
20 Sep 2022
More automation, embedded analytics part of Tableau plans
New capabilities scheduled for release as part of the vendor's final two platform updates in 2022 are designed to speed the ability to reach insights and take actions. Continue Reading
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News
15 Sep 2022
Salesforce new training goal: 20K new admins, developers
Salesforce partners with nonprofits and customers to mint more admins, developers and consultants needed to sustain the company's five-year growth plan. Continue Reading