CRM Magazine

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Tips for Choosing the Right Cloud Marketplace

1 week ago | destinationcrm.com | Phillip Britt

By Phillip Britt, technology writer During the COVID-19 pandemic, online marketplaces, which had been on the rise for a while, really ballooned as consumers were prevented from shopping in brick-and-mortar stores. Now, years later, these same cloud marketplaces are just as popular as ever, and their numbers seem to multiply daily.
Branch QR Codes Fuel Max Fashion’s Growth

1 week ago | destinationcrm.com | Phillip Britt

By Phillip Britt, technology writer Max Fashion, a flagship brand under the Landmark Group, began its journey in 2004 with a single store in the United Arab Emirates. Today, Max Fashion has expanded its presence to nearly 650 stores across 19 countries throughout the Middle East, North Africa, Southeast Asia, and India.
Social Re-Emerges as a Customer Service Channel

1 week ago | destinationcrm.com | Phillip Britt

By Phillip Britt, technology writer Nearly a generation ago, when social media was in its infancy, Facebook, Instagram, Pinterest, and Twitter (now X) were expected to completely take over the way that businesses communicated with their customers.
The Tariffs Effect: 5 Steps to Turning Disruption into an Opportunity to Strengthen Customer Relationships

1 week ago | destinationcrm.com | Sid Banerjee

By Sid Banerjee, chief strategy officer, Medallia Tariffs are a moving target. What’s been proposed—and what’s already in motion—is causing unprecedented disruption across a broad range of industries. While this uncertainty poses real challenges for both businesses and consumers, it also presents a unique opportunity: the chance to strengthen customer trust. When companies step up to help customers navigate uncertain times, they’re making long-term investments in relationships.
AI Can Save Bad CX, but Not How You Expect

2 weeks ago | destinationcrm.com | Christina McAllister

By Christina McAllister, senior analyst, Forrester Research There's been a lot of buzz recently about the idea of artificial intelligence customers. Meaning: AI agents that act and transact on the customer's behalf. At Forrester Research, we refer to these as digital doubles. Companies are beginning to think about what this transition will mean for the future of customer service, commerce, advertising, you name it.
U.S. Consumers Received Nearly 5 Billion Robocalls in April 2025

1 month ago | destinationcrm.com | Leonard Klie

U.S. consumers received just slightly less than 5 billion robocalls in April, marking a 3 percent increase from March, according to YouMail's latest Robocall Index. April's robocall volume reached its highest number since August of 2023. Additionally, the first four months of 2025 have seen 18.9 billion robocalls, which is an 11.93 percent increase compared to the first four months of 2024.
Don’t Forget the Post-Sale Engagement

1 month ago | destinationcrm.com | Phillip Britt

Post-sale customer engagement, an often-overlooked part of the customer life cycle, helps B2B companies with customer retention, loyalty, growth, and advocacy, according to a new report from Forrester Research. In fact, a proactive post-sale customer engagement strategy is critical to ensure that companies get full value from their customer relationships, Forrester says.
AI Investment Grows While Contact Centers Wait for the ROI

1 month ago | destinationcrm.com | Phillip Britt

Almost all contact center leaders will be maintaining or increasing their investments in artificial intelligence in 2025, according to new research from CCW Digital. Customers should expect to see more automation this year and in the future, the organization concluded. Half of those interviewed said they would increase their overall AI investments, while 49 percent said they would be maintaining their level of AI investment this year, the organization found.
Don’t Let Tariffs Sabotage Customer Service

1 month ago | destinationcrm.com | Leonard Klie

By Leonard Klie, Editor, CRM magazine and SmartCustomerService.com Let’s face it, market volatility is here to stay while companies and countries negotiate with the Trump administration to reach a deal on tariffs. In the meantime, stock market turmoil, sourcing concerns, potentially higher production costs, supply chain disruption, and far more will threaten companies and leave the U.S. economy in a state of flux.
Advice for B2B Firms in Volatile Economic Times

1 month ago | destinationcrm.com | Phillip Britt

The on-again-off-again trade war and tariffs on foreign goods coming into the United States are not only sending shockwaves throughout the stock market. Socio-economic events once considered unlikely are roiling B2B buyer behavior, making traditional go-to-market processes obsolete, according to a new report from Forrester Research.