Is Cutting Customer Service the Answer for Companies to Cope with Rising Inflation?
By Alex Gaw November 15, 2021
With inflation surging this year, companies across industries are responding not by slashing prices, but by cutting customer service. This was the conclusion reached by a story in The New York Times that recounted how firms were taking steps...
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Zendesk to Acquire Momentive of SurveyMonkey Fame
- By Alex Gaw November 2, 2021
Global customer relationship management (CRM) firm Zendesk is set to acquire online experience management company Momentive, formerly known as SurveyMonkey, in an all-stock transaction that will be growth accretive for Zendesk by 2023 and...
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Using Video to Improve CX
By Keith Kirkpatrick October 22, 2021
If a picture is worth a thousand words, to quote the famous adage, then a video must be worth at least ten times that amount. And given the high quality of today’s video platforms, along with the wide range of devices that can play the content,...
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Report: Good CX Remains Top Issue, Consumers Say
- By Alex Gaw October 15, 2021
A new report on CX trends sheds light on the increasing expectations of consumers more than a year into the COVID-19 pandemic and how the stakes remain high for CX, especially because negative CX could have a profound and adverse impact on...
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SugarCRM Expands Presence in Latin America with New Partner
- By Alex Gaw October 13, 2021
SugarCRM, the software company from Cupertino, California, that produces the web application and customer relationship management (CRM) system called Sugar, is partnering with a new master distributor in Latin America as part of a continuing push...
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Salesforce Builds Rich Profiles of Its Customers Through New Streaming Platform
- By Alex Gaw September 28, 2021
Using information gleaned from what clients watch on a newly launched streaming platform, Salesforce is building a meticulous profile of its customers to tailor future offerings to them, said company officials. Salesforce used the company’s...
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CRM Software Firm Optimove Secures New $75 Million Investment Round
- By Alex Gaw September 27, 2021
Optimove, the privately held developer of web-based marketing and analysis software from Israel, announced on September 27 that it had secured an investment of $75 million in a new funding round, the company announced on its website. The capital...
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Growth Equity Firm Volition Capital Adopts No-Code Platform from Creatio
- By Alex Gaw September 16, 2021
Hoping to boost efficiency by automating workflows related to customer resource management (CRM), growth equity firm Volition Capital turned to global software company Creatio and its no-code platform for help. This is the account told by...
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Delivering a Great B2B Customer Experience
- By Keith Kirkpatrick September 15, 2021
Providing an excellent CX has become a point of focus for business-to-consumer (B2C) organizations, across a wide range of industries, from airlines and retail to utility companies. The focus on B2C customers makes sense; today’s consumers can...
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Clarifying the CX Alphabet Soup: CRM and CDP
- By Keith Kirkpatrick August 18, 2021
Organizations of all types are increasingly investing in software tools used to manage the overall CX. Two of the key software technologies in use today have similar abbreviations, but actually serve distinct purposes, and in many organizations,...
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Jens Oberbeck Named to New Executive Post at CRM Platform Pipedrive
- By Alex Gaw August 11, 2021
Jens Oberbeck, a veteran in the sales and digital marketing world, is the new vice president of sales at Pipedrive, the New York City-based creator of the customer relationship management (CRM) tool and platform of the same name, according to an...
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Merger and Acquisition Activity in the CX Market is Unabated through the COVID-19 Pandemic
By Sherril Hanson July 6, 2021
Merger and acquisition (M&A) activity in the CX space has continued at a good clip over the past 2+ years and shows no signs of slowing. Consolidation continues in this market as companies seek to both deepen their current offerings and expand...
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