Best practices

Article

What is change management? Definition + 6 key steps

Change management helps guide people through organizational changes to achieve success. Learn what it entails and explore six steps to make it work effectively.

Article

What is customer experience? A comprehensive guide

Customer experience refers to all the interactions between a business and its customers. Learn why it's essential and how you can improve your CX strategy.

Article
13 min read

A guide to customer satisfaction surveys: Top questions, examples, and templates

Asking the right customer satisfaction survey questions will provide key insights into what's working and what isn't so you can enhance the customer experience and increase retention.

Article
10 min read

How to choose a CRM system: A step-by-step guide

A CRM can boost sales productivity and drive revenue—but only if you choose the right solution. Read our article to learn how.

Join 2,000 service leaders at Zendesk Relate 2026

Over three days, you will hear from headliner Ali Wong, Emmy-winning comedian known for her witty, authentic storytelling, alongside leaders from Levi’s, ASOS, Canva, Supercell, and more. Relate is where service leaders connect, learn, and discover new resolutions.

4 types of CRM and how to choose the right one

There are four types of CRM systems—operational, analytical, collaborative, and strategic—designed to support sales teams that can drive better customer experiences.

Article
9 min read

What is a customer portal? A complete guide

A customer portal is a hub where customers can self-serve and manage their support requests. Discover how it benefits your customers and business.

Article

Customer retention: Metrics, strategies, and examples

Discover tried-and-true customer retention strategies to keep customers coming back.

Article
10 min read

Ultimate guide to customer focus in 2026

Improving your customer focus starts by deepening your understanding of what customer focus means and building an effective customer focus strategy.

Article
15 min read

Customer complaints: Definition, examples, and resolution tips

Customer complaints aren’t ideal, but they can help improve your business. Here’s how to handle them in an impactful way.

Meet us at the top

Read the Zendesk Customer Experience Trends Report.

Article
11 min read

Deep learning vs. machine learning: A complete guide

Uncover the difference between machine learning and deep learning to understand how they impact human-like AI.

Article
19 min read

How to improve customer service in 11 steps

Good customer service is critical for retaining and acquiring customers. Learn how to meet and exceed customer expectations in our guide.

11 min read

9 tips for providing great social media customer service

Today’s customers expect excellent social media customer service from leading brands. Learn how to win buyers’ hearts on their favorite platforms.

Make yourself heard

Join the Zendesk Experience Research Panel and help shape the future of our products.

Article
6 min read

What is the difference between chat and messaging?

Chat and messaging are two popular methods to connect with your customers. Learn why different communication methods provide a better customer experience (CX).

Article

9 customer data management best practices for CDM success

Customer data management is the practice of ethically collecting, securely storing, and seamlessly managing customer information. Read on for eight tips for CDM success.

15 min read

Inside sales vs. outside sales: What are the key differences?

Learn the differences between inside and outside sales—and the responsibilities, skill sets, and tools for each—so you can adopt the right sales model for your business.

Article
4 min read

11 tips to improve agent productivity and efficiency

Are you ready to take your customer support team to the next level? Follow these tips to boost agent productivity and efficiency.

Article
7 min read

12 types of customers + how to support them

Customer service isn’t one-size-fits-all. Understanding the different types of customers can help you optimize the customer experience and hit your business goals.