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November 11, 2015

Case Studies
Vern Fonk Drives Sales Success with Conversica’s AI
The Seattle-based insurance firm converts more Internet leads with an automated email solution
CRM Across the Wire
Marchex Releases Display Analytics
Marchex Display Analytics links display advertising to phone calls and store visits.
Spiro Launches Free Personal Sales Assistant
Spiro's sales app integrates Salesforce, email, and calendars to deliver notifications that could help close deals.
Demandbase Launches B2B Data Cloud and Job Function Targeting
Demandbase's new data cloud and targeting solutions increase marketing's reach with account-based advertising.
Kodak Alaris Launches AI Foundry
New business unit's first product, Info Insight, uses artificial intelligence to help businesses make sense of electronic communications.
Mintigo Launches Predictive Campaigns
Mintigo's Predictive Campaigns marketing automation tool uses data and machine learning to help marketers tailor campaigns.
CRM Featured Articles
TouchCommerce Introduces TouchSocial
TouchSocial helps brands provide live chat and personalized self-service options to consumers on social networks. (Featured on SmartCustomerService.com.)
HDI Report Shows Growing Need for Technical Support
The number of tickets at two-thirds of support organizations is on the rise, according to the industry association. (Featured on SmartCustomerService.com.)
Amazon's New Bookstore Is About Customer Service, Not Sales
The brick-and-mortar shop aims not to compete with Amazon's online book sales, but to deliver a different kind of in-store experience. (Featured on SmartCustomerService.com.)
Enghouse Interactive Updates Its Customer Interaction Portfolio
Contact Center: Enterprise, Communications Center, Contact Center: Service Provider, Communications Portal, and Quality Management Suite all get upgrades. (Featured on SmartCustomerService.com.)
Reality Check
It's Time for a Customer Service Revolution
Creating a frictionless customer experience will require a service rethink—and a companywide effort
Value—not Volume—Drives Profitable B2B Sales
Looking for value from each customer contract, based on data-driven decision-making, nets high profitability over the long run.

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