Customer relationship management (CRM)
MarTech is your source for CRM (customer relationship management) content. You’ll find a variety of up-to-date and authoritative resources, including the latest news, tactic-rich tutorials, and the latest data to help you work smarter and make better decisions.
What you read here is written by our experienced in-house team of editors and research professionals, and subject matter experts from leading brands and agencies.
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Marketing artificial intelligence (AI)
HubSpot debuts ChatSpot generative AI tool
ChatSpot uses OpenAI’s ChatGPT technology, along with HubSpot’s CRM, DALL-E 2 and Google Docs.
Marketing artificial intelligence (AI)
Salesforce unveils Einstein GPT
Partnership with OpenAI, ChatGPT Slack app and fund for responsible generative AI were also announced at TrailblazerDX’23.
Marketing artificial intelligence (AI)
Microsoft unveils AI “copilots” for sales, CRM and customer support
One new ChatGPT-based feature generates emails personalized with information from CRM files.
Customer relationship management (CRM)
How Petco boosted emails and customer experience with a new CRM
To support the new tool, Petco also used AI to build modules which helped scale personalization.
Optimization and personalization
Only 25% of marketers report having all the data needed for personalization
Only 19% of those surveyed felt strongly that they had the right technology to execute on personalization efforts.
How CTV can deliver market research for B2B marketers
Here are some ways B2B marketers can use CTV ad campaigns to find audiences and test creative.
Failure to get the most out of data clean rooms is costing marketers money
Less than a third are using clean rooms data for attribution. ROI/ROAS measurement, or media/marketing mix modeling.
3 steps to building an effective martech stack
Identify core customer and business needs first. Then build your stack accordingly.
Salesforce: The trends underlying a record-breaking Cyber Week
As the Salesforce World Tour hit the Javits Center in New York City, conversation turned to the retail roller coaster.
Why marketers are replacing foundational martech
With engagement technologies in place, marketers are now turning to the foundational layer for replacements.
Genie is a step beyond the Salesforce CDP
Genie represents a rethinking of Salesforce's approach to customer data.
At Dreamforce, a new data platform and enhancements to Slack
Salesforce announces a hyperscale, real-time data platform as well as innovations around Slack.
Customer relationship management (CRM)
Salesforce unveils features to boost automation for marketing and sales
Marketers can create and share segments with CDP, enhance them with additional account attributes and activate engagement across channels
How Allied Beverage is transforming customer experience
The NJ-based liquor distributor is implementing a data, ecommerce and service overhaul.
Customer journey orchestration
HubSpot pairs community with a connected platform
At Inbound 2022, HubSpot filled in the dots between the need for community and the demand for a connected customer experience
Customer journey orchestration
The crisis for disconnected B2B marketers
At HubSpot's Inbound 2022, the buzz is around creating communities and the company's new Customer Journey Analytics offering.
How location data helps marketers acquire new customers and expand campaigns
Marketers can use location data to find new customer insights and improve ROI.
A look at martech investment and innovation
Roughly the same number of companies/products enter and exit the market each year.
Oracle announces next gen Fusion Sales
Oracle extends its Fusion Cloud CX offering by automating the closing stages of conversion.
51% of consumers would leave a brand if digital experience isn’t as good as in-person
PwC survey finds younger consumers are more likely to switch brands.
How work management tools are connecting marketing teams and processes
Vendors are now creating marketer-centric work management systems.
Customer Service and Success: What they are and why marketers should care
Learn the importance of customer service and customer success to overall business performance.
MarTech Replacement Survey: Which features are important to marketers?
It's no surprise marketers looked for better features when choosing new solutions. But which features were front of mind?
Using AI to improve customer experience and customer journey orchestration
Instead of depending on segments to drive messages and experiences, AI tailors to individual customers at scale.
Build-A-Bear using data to make itself into an all-ages brand
Build-A-Bear drives ecommerce with a new company, HeartBox, and with online birthday promotions.
MarTech Replacement Survey: The top 5 solutions replaced
The 2022 survey shows marketing orgs replacing marketing automation and CRM systems at a higher rate than anything else.
HubSpot customers paying 12% more than in 2021
Costs for HubSpot customers rose in Q1 YoY because of added features and upgrades.
How unifying customer profiles is paying off for this iconic travel brand
Xanterra is using a customer "Golden Record" to deliver on its promise of personalized customer experiences.
HubSpot brings popular enterprise features to pro-level customers in its latest release
Why HubSpot users should care about six of the top HubSpot updates from mid-April to mid-May.
Pega addresses accelerating business complexity
Processes and systems are creating a hypercomplex working environment with information overload. And technology isn't always helping.
HubSpot expands App Accelerator program internationally
Developers can get access to technical expertise, help with marketing and funding.
Martech failure? 50% say loyalty programs don’t offer much value
Get an app: It’s 2022 and people have been irritated about physical loyalty cards for decades.
Webinar: Transform your content operations with DAM
McCormick is transforming how product content is created and used across its organization with digital asset management.
How a smart email strategy helped Apple Rose Beauty thrive during the pandemic
The boutique beauty brand used ActiveCampaign’s CX technology to level up their customer communication strategy, successfully pivoting to online sales during the pandemic.
Integrate announces Social and Cross-Channel Insights
The precision marketing provider adds new LinkedIn capabilities to its platform and provides cross-channel insights across the different parts of its offering.
HubSpot’s release brings quoting and payments improvements
Service Hub gets some extra love, plus many more updates in the last month.
How AI lets marketers create human-centric CX at scale
65% of customers say a positive brand experience is more influential than great advertising.
JANA Partners issues new public criticism of Zendesk
Zendesk shareholder JANA Partners continues its public feud with the CEO and Board.
Optimove acquires mobile messaging provider
Kumulos will bring mobile messaging and engagement to the CRM platform.
Customer relationship management (CRM)
What is customer relationship management (CRM) and how does it support marketing?
A marketers' guide to CRM and its relationship-building capabilities.