CRM Magazine

At destinationCRM.com, we aim to be the go-to online source for everything related to CRM users. We focus on delivering relevant information, products, and services quickly and efficiently. Our mission is to bridge the gap between decision-makers and industry providers, ensuring they stay connected today and in the future.

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U.S. Consumers Received Nearly 5 Billion Robocalls in April 2025

1 week 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 week 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 week 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 week 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

2 weeks 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.
Should Machines Be Quality-Scoring Machines?

2 weeks ago | destinationcrm.com | Christina McAllister

By Christina McAllister, senior analyst, Forrester Research I’ll often get asked about the topics that are top of mind for Forrester’s clients. And sure, there are some topics that are what I’d call “evergreen”—like how to improve agent efficiency with artificial intelligence. Classic. But there are topics that shift in and out depending on the season. And right now? We are in a season of automated quality scoring (or “quality AI”).
Securing FedRAMP Status Can Be a Profitable Endeavor

2 weeks ago | destinationcrm.com | Phillip Britt

By Phillip Britt, technology writer For private-sector firms, government contracts can be extremely lucrative. They can also be very complex, especially when it comes to all of the necessary authorizations required to operate in the public sector. As companies and the U.S. federal government moved more operations to the cloud, the Federal Risk and Authorization Management Program (FedRAMP) was born.
Advertising Needs a Better Proofreader

3 weeks ago | destinationcrm.com | Leonard Klie

By Leonard Klie, Editor, CRM magazine and SmartCustomerService.com As an editor, I care very much about proper grammar; it is key to what I do and who I am. Improper grammar really gets under my skin, and it’s even worse when the people guilty of it are trying to convince me to spend my money on their products or services.
CX Leaders: How to Thrive Through Volatility

3 weeks ago | destinationcrm.com | Rick Parrish

By Rick Parrish, principal analyst, Forrester Research Customer experience leaders can use the upheavals of 2025 to guide their companies back to the heights of customer focus they achieved during the COVID-19 global pandemic. During 2020, CX leaders helped their companies improve experiences during unprecedented changes in customer needs and the operating environment—and their brands earned historically high Customer Experience Index (CX Index) scores as a result.
Prepare Now for GenAI Advances

1 month ago | destinationcrm.com | Phillip Britt

By Phillip Britt, technology writer Two top research firms are recommending that organizations plan now for the increased capabilities that generative artificial intelligence (genAI) will have in the next few years. Organizations must address a decline in tolerance for legacy self-service and focus on simplifying digital services through conversational genAI, according to Patrick Quinlan, a Gartner senior director analyst.