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February 24, 2010
CRM Featured Articles
Business Is Calling for the Customer Voice
18 Feb 2010
Despite boasts that "the customer is king," a new report finds that consumer insight isn't getting a seat at the table.
How to Exceed What Customers Want
15 Feb 2010
Net Promoter Conference '10: Satmetrix CEO encourages companies to move beyond the "zone of tolerance" to redefine customer experiences.
Extreme Loyalty Requires Extreme Commitment
15 Feb 2010
Net Promoter Conference '10: Three companies reveal the secrets to delivering high-quality customer experience.
Magazine Features
Stressed and Distressed
11 Feb 2010
Underappreciated. Overworked. Underpaid. Here's a shock: Stressed-out customer service agents provide lousy customer service. We've got ways to reduce the tension—and raise satisfaction—on both sides of the call.
Environmental Distress
11 Feb 2010
Your basic processes can affect your agents' stress levels
Viewpoints
Don’t Let a Weak Economy Go to Waste
08 Feb 2010
Boost sales while recovering from the recession.
Picture Perfect
11 Feb 2010
Grab consumer attention with personalized images.
Insight
Google Wave Makes a Splash in CRM
11 Feb 2010
Google Wave isn't the first to wade into real-time collaboration, but the tsunami of buzz may drown the competition.
Required Reading: Indecisions, Indecisions, Indecisions
11 Feb 2010
The author of "How We Decide" discusses the essential role of customer indecision.
Case Studies
The New-Age Home
11 Feb 2010
Aided by SiteSpect, a specialist in elder-care placement boosts Web conversions and better addresses client needs.