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March 17, 2014

CRM Featured Articles

Aspect Software Releases Workforce Optimization 8.0 and Aspect Mentor

Aspect's WFO 8.0 and Aspect Mentor expand the reach of speech analytics beyond basic call recordings.

Brainshark Integrates with Salesforce's

Brainshark's sales performance tool available on Salesforce1 AppExchange.

Magazine Features

The 2014 CRM Service Elite


From Transaction to Process

The "one and done" approach to CRM is now considered an old-school tactic. Continuous action—from problem to resolution—will inspire consumer trust and prompt repeat business. (Featured on

The Psychology of Engagement

For a true measure of engagement, look beyond conscious thought.

Customer Experience

To App or Not to App?

Base your plan of action on this simple formula.

CRM Across the Wire

Scout by ServiceSource Integrates with Marketo

Scout Link for Marketo combines predictive analytics with marketing automation.

Sitecore Releases Version 7.2 of Its Customer Experience Platform

Sitecore 7.2 delivers improved publishing and search capabilities and multivariant testing for multilingual sites.

Yesware Releases Attachment Tracking

Yesware Attachment tracking lets sales people know who opens email attachments and when.

Certain Adds Event Data Capabilities to Its Lead Intelligence

New attendee engagement and interest intelligence delivered through marketing automation integration supports more personalized marketing and sales follow-up.

BlueConic Enhances Its Online Customer Engagement Platform

The enhancements to BlueConic's platform simplify management of online marketing campaigns.

Viralheat Integrates Zendesk into Its Social Media Management Platform

Viralheat users can now create and manage support tickets for mentions on social media.