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May 18, 2022
CRM Featured Articles
Most SMBs Plan to Outsource
16 May 2022
Digital marketing and customer support are top targets for SMBs to turn over to outside agencies, Clutch finds.
Viewpoints
Third-Party Channels Are the Next Frontier in Customer Service
01 Feb 2022
Unofficial third-party channels will redefine customer service resolution pathways.
Empathy as a Business Tool: Thinking From the Customer’s Perspective
13 May 2022
Sometimes what truly keeps customers happy and coming back is emphasizing—and empathizing with—their needs.
Scouting Report
The Cloud Contact Center Land Grab Is on
02 May 2022
The future is in the cloud, and CCaaS vendors are battling to stand out.
CRM Across the Wire
SupportLogic Launches SX Platform and Applications
17 May 2022
SupportLogic's new SX Platform includes AI-backed insights into customer and agent activities. (Featured on SmartCustomerService.com.)
SMG Launches Dynamic Assistance
17 May 2022
SMG has paired with Conversity and Creative Virtual to launch a dynamic assistance capability for sales and support.
Pega Partners with Celebrus to Launch Always-On Insights
17 May 2022
Pega Always-On Insights combines streaming data capture capabilities with AI-powered decisioning for deeper customer behavior insights.
CompleteCSM Launches Customer Intelligence Cloud
17 May 2022
Customer Intelligence Cloud helps companies collect signals, reveal customer intent, and aggregate historical telemetry and adoption data.
NielsenIQ Launches Activate, a Retail Media Solution
17 May 2022
NielsenIQ Activate allows retailers to leverage their own data to accelerate new revenue streams.
MiaRec Launches Customer Sentiment Analysis
16 May 2022
MiaRec has added Customer Sentiment Analysis to its interaction recording and customer engagement platform.