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July 15, 2015

CRM Featured Articles

10 Ways Amazon Has Changed Customer Service in 20 Years

In two decades, Amazon has entirely transformed consumer expectations. (Featured on

Groupe Acticall to Acquire Sitel

French firm acquires the U.S. contact center outsourcing firm.


How to Solve the Customer Experience Puzzle

You can't do a jigsaw puzzle without the box; likewise, you can't satisfy today's omnichannel customer without a sound strategy.

Case Studies

New IVR Lets Eatery Group Net More Phone Calls—and Business

DialogTech helps Hogsalt capture $75,000 in additional revenue per month

Customer Experience

From the CRM Trenches: A 30-Year Perspective

Technology has changed everything but this: People are still the name of the game

CRM Across the Wire

Wix Integrates ShoutOut with Facebook Advertising

The integration helps companies launch and mange Facebook advertising campaigns by automatically repurposing content from Wix's newsletter product.

OnviSource Partners with Social Strategy1

The deal integrates social media with OnviSource's Omni Channel voice of the customer and contact center workforce optimization solutions.

SocialCentiv Launches Suggested Replies for Twitter

Social Replies offers suggested responses to customers who reach out to companies on Twitter.

Merkle to Adopt Google's DoubleClick

Merkle will make Google's integrated marketing intelligence platform available to its customers.