Craig Borowski is a Content Analyst at Software Advice, covering changing trends in the SMB market, with a focus on CRM, customer service and digital (and offline) customer experience 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 senior positions as editor and columnist of a bilingual edition of TIME magazine, authored a dozen books and served as 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 two years as CMO and service strategist for the U.S. branch of a German consumer products manufacturer.


Recent Content

Top 10 Technology Disruptors for SMBs

Discover the top 10 technology disruptions poised to change small businesses over the coming years, and learn what steps you can take to prepare for them.


10,000 Leads Under the C— RM [Infographic]

This infographic presents highlights, facts and figures from our recent analysis of nearly 10,000 CRM buyer's requirements, budgets and pain points.


Hold the Spice! Simplifying the World of Customer Service Metrics

With so many customer service metrics out there, it can be tough to understand which ones you really need to measure. Use our "cheat sheet" to find out.


3 CX Lessons You Can Learn from the Equifax Debacle

On the heels of its historic IT breech, Equifax takes time out to teach us three important customer experience strategies.


What to Do When Your Customer Service Mistake Shows Up In Online Reviews

A bad customer service experience can lead to a bad online review. Here's our five-step process to help SMBs recover, learn from and prevent bad reviews.


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