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October 28, 2015

CRM Across the Wire
Sentiment Integrates Russian Social Sites into Its Platform
Sentiment can now monitor VK and OK.ru so brands can engage customers on those social media sites.
AgilOne Enhances Its Predictive Marketing Cloud
Predicted lifetime value, distance-to-store, and householding capabilities empower retailers to unify customers' online and offline experiences.
Cision Upgrades PR Edition Influencer Marketing and Global Insights Tools
Premium data from Gorkana, influencer searching, social dashboards, Google Analytics, and 50 other features now available
Vision-e Updates eContacts with Mapping Feature
eContacts' new features enable sales people to immediately take action when new leads or contacts are created.
Trapit Launches Android App and Twitter Integration
The recent moves allow salespeople to extend their sales activities to mobile and Twitter.
CRM Featured Articles
ICMI Contact Center Conference Highlight: ICMI Partners with Five9 on Guide to Contact Center Metrics
Most contact centers are keeping track of the wrong metrics, the ICMI found. (Featured on SmartCustomerService.com.)
Vibes Brings Mobile Solutions to IBM's UBX
Vibes is one of the launch partners for the IBM Universal Behavior Exchange (UBX), adding its mobile wallet and mobile marketing technologies to the IBM Marketing Cloud.
Insight
Required Reading: Why Everybody Matters
Organizations need to give workers a sense of purpose
Analytics Advance Through the Cloud
The analytics-as-a-service market is expected to grow fivefold in five years
Viewpoints
6 Ways to Multiply Repeat Business
Customer-facing employees who go the extra mile will keep people coming back.
Can IBM Watson Bring Customer Service Back to the Future?
Marty McFly's 2015 wasn't too far off, at least not in the customer service aspects. (Featured on SmartCustomerService.com.)



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