When we talk about CRM, what we're really talking about is technology that allows enterprise customers to facilitate more meaningful, productive, and loyalty-building customer engagement.

Voice technology is about to become a big component to powering CRM with companies like Salesforce and Microsoft betting on the impact of voice technology, AI and chatbots for CRM.

Advancements in data, technology and media have put the customer at the center, giving them tremendous choice and control, and expectations are high. This leads to a whole new world of customer ...

Now that the frenzy over customer relationship management technology is dying down, many adopters are asking why they have not seen the returns they anticipated.

CRM, of course, was developed to help organizations gain insight into their sales pipelines, customer buying preferences, and case management for existing customers, while leveraging contact ...

These are CRM efforts that long predate the technology. To prove that CRM requires a steadfast focus on the people and on business processes, Executive Editor Jason Compton highlights companies that ...

I remember the first time I considered implementing a CRM platform. I was not very sure about investing in such a tool because some are expensive — not necessarily due to the software itself ...

Perceptions of CRM project failures are primarily due to a failure to understand that CRM is a strategy, not a technology. About 20 percent of CRM projects involve no deployment of technology.

The best customer relationship management (CRM) software is the one that has the right capabilities and features for your objectives.