Welcome to our weekly roundup of customer relationship management (CRM) industry news from across the web. This week, in honor of Valentine’s Day, we’ve brought together articles that get to the “heart” of CRM in one convenient post.
Gartner Says CRM Will Be at the Heart of Digital Initiatives for Years to Come
Analysts at Gartner summarize how organizations are leveraging CRM technologies as a major part of their digital initiatives to enhance the customer experience. They delve into what they believe are the main drivers behind the hot topics of CRM including the Internet of Things, where sensors connecting things to the Internet create new services previously not thought of.
Looking for Customer Love in All the Right Places
Christopher J. Bucholtz iterates the importance of service in its correlation to customer loyalty. Bucholtz believes, “even with CRM providing the so-called 360-degree view of the customer, businesses continue…
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