The company with a radically different product strategy, and a business model that included all stakeholders, continues to do well and to teach those of us willing to learn how business can be done better in the twenty-first century.
The idea of layoffs might be disconcerting for some. Others might wonder about the acuity of decision making in Redwood Shores or Austin or wherever Oracle does its thinking these days. But there’s a certain logic to it
I bought Lenovo’s Chromebook Duet 5 for an attractive price from a major national electronics store. In hindsight, that was a purchase I wish I could undo
Having trouble understanding that person at the end of the support line you’ve called to get some customer service? A Silicon Valley company wants to make those kinds of problems a thing of the past
The Handwrytten app is part of an automated CRM tool that lets businesses — and individuals with an entrepreneurial passion — integrate computerized automation with personalized handwritten notes to customers. The result is a novel approach to updating one of marketing’s best-known strategies ...
The supply chain debacle and the rising costs of everything have forced consumers to make critical choices in how they spend their rapidly disappearing dollars. Retailers can no longer rely on personalization strategies alone to win over or retain loyal customers
Oracle's acquisition of health IT company Cerner could turn out to be pure genius. But right now, I see a Gumpian box of chocolates, and what I notice acutely are the missing jobs and resources in CX
With inflation in the U.S. hitting 9.1% in June, merchants are facing enormous challenges when it comes to building customer loyalty -- and keeping it. These clever strategies can help brands meet their engagement and customer loyalty objectives
Monday Sales CRM is built on the company’s flexible low-code/no-code framework and is a fully customizable tool that can be implemented within minutes
Using data from your CRM and other sources, you can optimize your customer journey, reducing leakage, cutting bounce rates, increasing satisfaction and boosting conversion rates. Here are Zoho’s top tips for effective customer-journey planning and optimization.
Replicant -- a tech company providing voice automation solutions for call centers -- is solving staffing and customer experience problems with voice AI technology that can "speak" with customers to solve routine issues like rebooking flights, refunding orders, or providing status updates
Many business owners believe they have done their best by releasing a mobile website or online store. However, more goes into creating a riveting online shopping experience that attracts the right customers, converts casual browsing to sales, and engages shoppers long term so they are drawn to an e-...
Gen Zers do not balk at paying more for sustainable products or from brands that share their social and political views. But without providing convenient payment methods, retailers are conducting a losing proposition
Amidst this year's back-to-store shopping trend, as large companies try to work through e-commerce mishaps, musical instrument and pro-audio retailer Sweetwater has seen an increase in online sales. The company attributes much of its success to top-of-the-line experiences both online and through its...
Different generations value different tools and mediums for interacting with their favorite brands. With so many digital options to choose from, brands must narrow their focus and ensure they are making the correct digital bets when it comes to the customer experience
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https://www.crmbuyer.com/wp-content/uploads/sites/4/2026/03/ai-voice-agents-crm-workflow-phone.jpg
https://www.crmbuyer.com/story/enterprises-are-trading-press-one-for-crm-native-ai-agents-177614.html
Enterprises Are Trading 'Press One' for CRM-Native AI Agents
https://www.crmbuyer.com/wp-content/uploads/sites/4/2026/03/ai-customer-service-multiple-systems.jpg
https://www.crmbuyer.com/story/ai-in-customer-service-efficiency-gains-workflows-still-fractured-177618.html
AI in Customer Service: Efficiency Gains, Workflows Still Fractured
https://www.crmbuyer.com/wp-content/uploads/sites/4/2024/03/frustrated-computer-user-1.jpg
https://www.crmbuyer.com/story/silent-churn-is-the-biggest-customer-support-risk-177596.html
Silent Churn Is the Biggest Customer Support Risk
https://www.crmbuyer.com/wp-content/uploads/sites/4/2026/07/Anthony-Ferry-CEO-Wayvia.jpg
https://www.crmbuyer.com/story/why-googles-universal-cart-means-brands-must-sell-to-ai-not-humans-178630.html
Why Google’s Universal Cart Means Brands Must Sell to AI, Not Humans
https://www.crmbuyer.com/wp-content/uploads/sites/4/2026/04/Adobe-GenStudio.jpg
https://www.crmbuyer.com/story/adobe-positions-itself-as-the-ai-control-layer-for-cx-180293.html
Adobe Positions Itself as the AI Control Layer for CX
https://www.crmbuyer.com/wp-content/uploads/sites/4/2026/04/revenue-tech-stack-fragmentation-ai-integration.jpg
https://www.crmbuyer.com/story/revenue-tech-stack-sprawl-slows-ai-adoption-177637.html
Revenue Tech Stack Sprawl Slows AI Adoption
https://www.crmbuyer.com/wp-content/uploads/sites/4/2026/07/businessman-computer.jpg
https://www.crmbuyer.com/story/ai-can-grow-smb-revenue-if-it-moves-beyond-the-back-office-178623.html
AI Can Grow SMB Revenue — If It Moves Beyond the Back Office
https://www.crmbuyer.com/wp-content/uploads/sites/4/2026/01/AI-enabled-crm-dashboard.jpg
https://www.crmbuyer.com/story/workbooks-takes-on-crm-giants-with-plain-english-ai-177589.html
Workbooks Takes On CRM Giants With Plain-English AI
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