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CRM Magazine's eWeekly is written by the same award winning editorial staff who produce CRM magazine. The eWeekly delivers timely and original news, trends, and analysis not available anywhere else on the web. If you are challenged with driving your company’s customer relationship management efforts, CRM’s eWeekly is a must-read for you. Join 60,000 of your peers and subscribe today.

February 14, 2011

CRM Featured News
IVR Technology Group Announces iCAN Post-Call Surveys
This new survey application can be coupled with the company's IVR hosted services platform to provide call centers with easy access to automated telephony tools.
Alcatel-Lucent Brings Next-Generation Customer Conversations with Context-Based Social Engagement
The solution leverages existing investments to route social media interactions to the best resource based on message context and business value.
REAL ROI
Information Overload
Unilever's unsightly knowledge base was costing the company money, customer satisfaction, and time—until it turned to Astute Solutions
Communication Is the Way to a Customer’s Heart
A food processing equipment company finds that success tastes best when sales and service are served on the same plate
Secret of My Success
Reigniting the Engine with Service Software
Fairbanks Morse Engine implements a CRM system that unites its customer records and tracks its engine service requests
Viewpoints
The Pluses and Pitfalls of Arbitration
The dispute resolution mechanism is popular, but it may not be advisable for all businesses at all times



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