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CRM Featured Articles
Twitter’s Bot Crackdown Won’t Hurt Businesses' Customer Service After All
The social network has announced "adaptive rate limits" so that companies using Twitter for customer service won't get caught up in the bot crackdown. (Featured on SmartCustomerService.com.)
DialogTech Launches Conversation Insights Pro
Conversation Insights Pro is an artificial intelligence-powered call scoring solution for marketing and sales.
The Tipping Point: ‘Chatbot Hell’ Can’t Become a Thing
Let's not re-create the bad customer experience known as ‘IVR hell' with chatbots. Please.
CallVU Launches Conversational IVR
The latest addition to CallVU's Digital Engagement Platform leverages AI for natural language understanding. (Featured on SmartCustomerService.com.)
L.L. Bean’s New Customer Service Policy: Overdue Change, or Major Mistake?
L.L. Bean sent many of its customers into a frenzy last week when it announced it was changing its lifelong guarantee policy. (Featured on SmartCustomerService.com.)
Voice of the Customer: CX Leaders Need to Become Customer Storytellers
Storytelling is a reliable, effective tool for representing the customer viewpoint.

Viewpoints (Web Exclusives)
While the advent of cloud-based marketing tools in the past several years has accelerated CRM, it has also served as the catalyst for the rapid proliferation of disparate data sources.
As the industry continues to change (quickly), we once again need to debunk some new myths—albeit ones that can often be traced to outdated ideas about CRM.
Just as efficiency is critical to race preparation, efficient marketing operations is vital for modern marketers, who are tasked with more responsibilities than ever before.
More Viewpoints...
CRM Magazine, January/February 2018
The Contact Center in 2018: Helping Customers Help Themselves
This year, customers are demanding that service organizations build out self-service, automate where possible, and empower agents.
Tapping Into Social's Sphere of Influence
Digital influencers are the new stars of the internet, and the endurance of social media suggests they'll continue to be valuable. Here's what marketers need to know.
Include Sales in Customer Intelligence
Marketing and service teams know where customers came from, but do your salespeople?
Across the Wire
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