Craig Borowski is a Market Researcher at Software Advice, covering technology and changing trends in the CRM market, with a focus on customer service, marketing automation and the impact of technology on CRM strategy. He graduated from Colby College in 1997, moving then to Taipei, Taiwan to begin a career in journalism, publishing and translation. He has held positions as the Sr. Editor and columnist of a bilingual edition of TIME magazine, author of a dozen books and a Chinese-to-English translator for clients including the Taipei Times, The China Post, Acer Inc. and the Office of the Mayor of Taipei. Craig joined Software Advice in 2013 after serving two years as CMO at the U.S. branch of a German consumer products manufacturer.


Recent Research

Two Easy Changes to Modernize Your Help Desk in 2017

To guide you on your path to enlightenment, we’re presenting two related tips that can improve the efficiency of your help desk and organization as a whole.


How to Create a ‘Customer First’ Culture in Your Organization

This report explains the context of a “customer first” culture and provides advice for taking those first few steps.


Customer Service or CRM Software: Which Do You Need?

This is a good question—and one we frequently help answer. In this report we share some insights and tips we’ve learned along the way.


3 Tips to Encourage Company-Wide CRM Adoption

This article offers suggestions for implementing a company-wide CRM.


How Cloud Help Desk Solutions Can Modernize Your Organization

In this article, we’ll compare popular cloud help desk solutions and provide examples of the business benefits this type of modernization brings.


How to Improve Your Corporate Culture with the Right Software

One key takeaway from that article is that deliberate changes to a corporation’s culture can be difficult to realize, for several reasons.


The Impact of Demographics on Live Chat Customer Service

This examination will help businesses learn about the impact of live chat, particularly on certain demographic groups to make informed decisions about implementation.


Featured Media Appearances



Customer Journey and the Marketing Funnel

Panelist on SAP’s Game-Changers Radio



Analyzing BYOD’s Effect on the IT Help Desk

Interviewed on EnterpriseAppsTech


What SMB CRM Shoppers Want

Interviewed on CRM Buyer





Featured Media Mentions

How to Manage Hold Time During the Customer Experience

Callback technology research mentioned on Hyken.com


5 Campaign Management Lessons to Apply in 2015

Big data research mentioned on ClickZ


4 Reasons Your eCommerce Store Should Have Live Chat

Live chat research mentioned on LemonStand