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April 12, 2017


Intelligence Becomes Pervasive in Customer Service Applications

As customer service technologies evolve, applications can better surface answers to questions, provide better next-best actions, and remove burdensome tasks from agent workloads. (Featured on

The Next Frontier for Bots: Customer Success

Today, companies have to stand out by providing the best possible customer journey and have been investing significantly in customer success teams and platforms. How will bots figure into the effort?


To Grow Revenue, Increase CX Scores

Study finds a distinct link between CX Index scores and revenue potential

Reality Check

Meet the New Ideal Customer Service Rep

Empathy in an agent is great, but so is a take-charge attitude.

CRM Across the Wire

CTIntegrations Launches CT Suite R3 for the Contact Center

The new release of CTIntegrations' web client solution enhances agent and customer collaboration, search functionality, and reporting.

Usermind Integrates Customer Engagement Hub with Zendesk

Organizations can now connect Zendesk and other systems to Usermind to unify customer data. Launches Ranker Insights

Ranker Insights gives marketers psychographic insights based on Ranker's 40 million visitors and 10 million monthly votes.

Sprinklr Extends Experience Cloud

Sprinklr has expanded from social media management into customer experience management with extensions of its Experience Cloud for marketing, advertising, research, care, and commerce.

Melissa Launches Contact Zone

Contact Zone is a customer data management platform combining data integration and quality management tools.

Verint Enhances Community Solution

Verint Telligent Community furthers real-time engagement for detecting presence and enabling deeper collaboration.