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8 min read
How to determine your CRM requirements (free template included)
Selecting the right CRM can be tricky. Learn how to first determine your CRM requirements and find a CRM that meets your business needs.
Article
8 min read
Why smart, predictive CX experiences depend on hybrid workforces
Last year saw hybrid workforces—a blend of humans and artificial intelligence—grow in popularity, especially within certain…
Article
8 min read
Building a CRM? Read these 5 critical considerations first
A CRM is too essential to your business to risk failure. If you’re on the fence about whether to buy or build a CRM solution, consider these factors first.
Article
6 min read
Support leader or data analyst? Why data analysis is an essential CX skill
Fancy Mills is the group training and content director for the International Customer Management Institute (ICMI).…
Article
9 min read
Must-have CRM dashboard elements for sales teams
The right CRM dashboard is essential in providing a visual overview of sales operations and highlighting if everything is on track or not. Dive into must-have elements for a CRM dashboard.
Article
11 min read
34 powerful CRM reports you should be using
CRM reporting provides valuable insights that can improve your sales process. But do you know which reports can provide answers to which sales questions?
Article
4 min read
How augmented reality could change customer service
Back in 1988, former professional wrestler “Rowdy” Roddy Piper starred in John Carpenter’s soon-to-be-cult-classic They Live,…
Article
4 min read
From content manager to cross-functional collaborator
As bonafide subject matter experts collaborating cross-functionally across the company, agents play an important part in knowledge management. Set them up for success by putting the right processes in place.
Article
6 min read
How not to be an asshole when you quit your job
As far as this author knows, these are the three scenarios when leaving a company that…
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1 min read
Your guide to the wonder years of knowledge management
Companies running the gamut from SMBs to enterprise have built robust help centers, enabling customers to…
Article
11 min read
CRM best practices for every stage of the sales funnel
Learn how to get the most out of your CRM through every stage of the sales funnel, from prospecting to won/lost deals.
Article
8 min read
The many roles of a customer service executive
Most careers come with extra responsibilities, beyond what was outlined in the job description, especially in a fast paced field like customer relationship management
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5 min read
What’s your type? 4 types of customer service operations
“Actions speak louder than words,” right? In our latest Zendesk Benchmark report (released today), we decided…
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5 min read
Uncovering the hidden costs of CRMs
The upfront price might look great, but it's worth your time to figure out the true total cost of your CRM.
Article
6 min read
3 simple steps to inbox zero
Email: the modern day panacea for office communication, sharing funny memes with friends, and those “did…
Article
8 min read
What is customer experience management?
Create a customer experience management strategy to build connections with your buyers, foster loyalty, and stand out from the crowd.
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3 min read
The integration party never stops
We’ve got 13 great new integrations to tell you about! That’s right, 13, the luckiest number of all time.
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