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As the coronavirus dominates the global headlines, businesses should take both defensive and strategic actions—focusing on customers, employees, and brand. Read more »

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  • Report Define Your CRM Plan

    Strategic Plan: The CRM Playbook
    August 28, 2020 | Kate Leggett

    To avoid wasting time and effort on ill-conceived CRM initiatives, organizations should keep a laser focus on creating business value. Sound planning for CRM requires application development and...

  • Report Win Funding For Your Customer Service Project

    Business Case: The Contact Centers For Customer Service Playbook
    August 14, 2020 | Ian Jacobs, Kate Leggett

    In the age of the customer, customer service must be a cornerstone of a company's customer experience (CX) strategy. Customer service leaders must invest in modernizing their technology. Doing so...

  • Report Quantify The Business Value Of CRM

    Business Case: The CRM Playbook
    November 15, 2019 | Kate Leggett

    CRM initiatives must not only be technically sound but must also answer the question, "What will we get for our money?" This report describes how application development and delivery (AD&D)...

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