Kathryn Casna

In 2016, the customer relationship management (CRM) market grew 27 per cent year over year — doubling 2015 growth. More organizations are investing in powerful technology to help them build, improve, and maintain customer relationships. To get the most out of their investment, you know it’s not as

Sales are the cornerstone of any business, providing valuable revenue that enables you to go from startup to seasoned entrepreneur.

Learn how to get to key individuals, and why it’s still important.

AI will affect each department in your business differently, but one pattern seems to be true across the board: It will vastly improve productivity.

Learn why average handle time, or AHT, is out and other metrics that you can be using.

How do you keep your service agents motivated to help customers each and every day? Try these six strategies

While there’s no easy answer, there are guidelines every company should consider when choosing KPIs.

Measuring how your customer service department is performing is the first step toward better service.

Every entrepreneur could use a few extra hours in the day. But before you pour your capital into cloning research, check out Salesforce. Our cloud-based solutions extend far beyond sales platforms to automated marketing, mobile apps, data analytics, and community management.

One of the best ways to learn what your customers need is to ask them. Use these interviewing techniques to make your customer journeys better.