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April 13, 2015

CRM Across the Wire
Sprinklr Acquires Get Satisfaction
The move allows Sprinklr to extend Experience Cloud into multichannel customer care.
Work[Etc] Launches All-In-One CRM iPhone App
Work[etc]'s new all-in-one CRM app allows teams to completely manage customer lifecycles from start to finish on any iPhone.
Conversica Partners with Marketo
Conversica's AI-driven lead conversion software now works seamlessly with Marketo's engagement marketing platform.
Tealium Partners with Merkle
The two companies will enable brands to deliver greater personalization and customer engagement.
Spredfast Introduces Intelligence for Social Data
Spredfast Intelligence gives users real-time access to billions of pieces of social data in one integrated smart social platform.
Emma Acquires Marketing Solutions Provider Boomerang
Email marketing provider increases customer base as it continues to expand its product offerings.
CRM Featured Articles
Web Self-Service Surpasses Phone in Customer Service Channel Preference, Forrester Finds
Contact centers aren't prepared to handle growing cross-channel demand. (Featured on SmartCustomerService.com.)
Augmented and Virtual Reality Markets Will Hit a Combined $150 Billion By 2020
Proliferation of AR and VR devices will drive a new type of commerce.
Insight
Required Reading: The Captivology of Branding (Video Interview)
Marketing is an art, but capturing attention is a science.
The Switching Economy Hits Home
Poor customer service accounts for most company defections.
Viewpoints
5 Steps to Improving Your Social Customer Service
Combating social media challenges is a must for doing business with today's consumers.
The Challenges of Using Social Media for Customer Support Initiatives
Your customer service tools may be up to date, but if they're not monitored, a seamless customer experience will elude you. (Featured on SmartCustomerService.com.)



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