Over the last five years, the business world has undergone a more dramatic transformation than it did in the entire decade before. Just as companies were adapting to permanent shifts in workp
Month: December 2025
2025’s Lingering Questions
Lingering Questions is one of my favorite parts of the Masters in Marketing newsletter, because it’s an opportunity for marketers to talk directly to one another.
Best real-time customer service tools for growing teams
Real-time support connects customers with help the moment they need it — no long waits or disconnected handoffs.
Best customer portal software tools for increasing customer retention
Customer portal software is a secure self-service platform that provides customers with a centralized location to view their data, track support tickets, and make payments. When connected to
Customer service AI automation workflows that don’t lose the human touch
Customers today expect fast, personalized support, and AI automation workflows make that a reality. Customer service AI automation workflows utilize artificial intelligence to automate repeti
Best cloud customer service software that connects your entire business
Nothing is more frustrating than speaking to different customer service agents and having to re-explain the problem with each interaction. Customer satisfaction and loyalty are closely connec
Why your sales enablement content needs real-world credibility [new data]
I spent three years creating product-led blog posts and case studies for B2B SaaS companies before I realized something obvious: sales enablement content credibility determines whether reps w
3 bitter truths all marketers need to hear right now
When I saw a LinkedIn post from today’s master declaring, “Marketing’s job is not to drive revenue,” I did a little shimmy and thought, “She gets it!”
AI vs traditional prospecting: When AI beats manual outreach (& when it doesn’t)
In the age of AI, sales organizations face a fundamental shift in how prospecting gets done. Artificial intelligence can now handle repetitive tasks that once consumed entire workdays. Reps c
Detecting bias in AI prospecting models: A how-to for sales leaders
AI-driven prospecting tools have the potential to transform sales pipelines, but they also carry the risk of reinforcing blind spots. If left unaddressed, AI models can amplify bias that syst