EDITOR'S NOTE: The following story was updated on Jan. 14, 2005, to reflect further reporting. The next version of Microsoft's customer-relationship-management application will make greater use of its ...

CRM users in 2025 could easily describe their experiences as a struggle to extract real, tangible value from sophisticated systems, often hampered by fundamental human and operational issues. Whether ...

A new consulting firm focuses on the systems behind customer experience, helping organizations design CRM architecture, automation, operations and CX analytics. Most companies think they have a ...

For many startups, HubSpot becomes the operational backbone of marketing and sales long before the company reaches scale. It ...

The Customer Relationship Management industry is built on assumptions about human behavior, including the flawed thought that ...