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Category: CRM

Keith Kirkpatrick

Using Clear Policies to Drive Better CX

Avoid Making Rules That Confuse Customers, Create Friction, and Introduce Enmity
Customer experience during disasters and emergencies
Keith Kirkpatrick

Managing CX During Disasters and Emergencies

Mapping Out Plans for Handling Unexpected Scenarios Can Mitigate Their Effect on Operations and CX
Alex Gaw

Zendesk to Be Acquired for $10.2 Billion by Investor Group

Buyers Are Led by Investment Firms Permira and Hellman & Friedman
Reimagining the Sales Process — Are You Ready_
Daniel Newman

Reimagining the Sales Process — Are You Ready?

Futurum’s principal analyst Daniel Newman explores a recent pulse study, conducted in partnership with Microsoft, developed to capture the feelings around current CRM tools. Newman offers insight into the findings and a look at Microsoft’s new vision for the sales environment, announced this week.
Customer experience research studies
Alex Gaw

New CX Research from Forrester, Sprinklr, WSO2, Lilt, and NICE

Topics Include US CX Index, Customer Care in Social Media, Consumer Digital Experiences, Multilingual Touchpoints, and Self-Service Options
Daniel Newman

Sales Teams Need a Transformation, Microsoft is Ready to Deliver

In our latest research brief, Sales Teams Need a Transformation, Microsoft is Ready to Deliver, done in partnership with Microsoft, we analyze the current sales environment and look at what impactful changes to CRMs could be made to drive a meaningful transformation.
Consumer emotion and sentiment
Keith Kirkpatrick

Developing Deeper Emotional Connections with Customers

Case Studies from Zappos and Domino’s Pizza Show How Brands Can Go the Extra Mile to Forge Stronger Bonds
Daniel Newman

C3 AI Beats FY Q4 2022 Earnings Expectations, Continues to Diversify and Work to Improve Profitability

Futurum analysts Daniel Newman and Michael Diamond cover C3 AI’s most recent Fiscal Q4 2022 earnings and discuss how the firm’s revenues remain in positive territory despite supply chain and continued pressures from the Russian and Ukraine conflict.
Daniel Newman

Salesforce Q1 2023 Revenue Up 24% YoY as Subscriptions Gain

Futurum Research analysts Daniel Newman and Todd R. Weiss dive into the latest Salesforce Q1 2023 earnings numbers, revealing the story behind the company’s 24 percent Q1 revenue growth and its earnings outlook for the rest of 2023.
Customer loyalty
Keith Kirkpatrick

Reducing Customer Effort to Improve CX and Loyalty

Creating Frictionless Interactions, Increasing Speed and Efficiency, and Eliminating Repetition Are Key to Maintaining Customer Loyalty
Shelly Kramer

Zoho Launches Zoho Marketing Plus, a Unified Marketing Platform Designed to Increase Effectiveness of Marketing Strategies

Futurum principal analyst Shelly Kramer covers the launch of Zoho Marketing Plus, Zoho’s unified marketing platform designed to help marketing teams more effectively collaborate, manage campaigns and campaign analysis, offer improved customer experiences and, perhaps most importantly, help CMOs drive business growth.
Salesforce CRM Analytics
Alex Gaw

Salesforce Launches CRM Analytics With New Features

Retooled AI-Driven Solution Infuses Insights Directly Into Customer Workflows
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