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November 13, 2017

CRM Featured Articles

Autopilot Leverages Twilio Integration to Power SMS Marketing Automation

Using Twilio's API, Autopilot aims to help marketers automate text message-based customer interactions.

Facebook Updates Messenger Platform With New Customer Service Capabilities

Facebook is updating its Messenger platform with a chat plug-in, enabling brands to embed a Messenger bot directly onto their website. (Featured on SmartCustomerService.com.)

Dreamforce 2017: Technology Is Revolutionizing Marketing

Experts emphasize that advanced technology is a tool for getting closer to the customer.

Dreamforce 2017: Intelligence Is the Fourth Industrial Revolution

Salesforce.com unveiled new services for its Customer Success Platform and a new strategic partnership with Google.

Viewpoints

Data Integration Can Help Retailers Ring in the Holiday Shopping Season

Make sure all of your systems give the gift of sharing data this year, because no one wants a present delivered in January.

Millennials Deliver Great Customer Serviceā€¦If You Can Keep Them

Millennials will thrive in a company culture that mirrors their own values and provides a sense of purpose. (Featured on SmartCustomerService.com.)

Customer Experience

5 Ways to Demonstrate Purposeful Leadership

When leaders have a clear set of values, everyone else feels confident and empowered.

CRM Across the Wire

NICE inContact CXone Agent Now Available on the Salesforce AppExchange

NICE inContact CXone Agent unifies the agent console to streamline customer and agent experiences. (Featured on SmartCustomerService.com.)

Clarabridge Updates Text Analytics

Innovations help users understand customer sentiment and identify root causes. (Featured on SmartCustomerService.com.)

Seismic Integrates with Salesforce.com

Seismic's latest update allows sales and marketing teams to power content collaboration with Salesforce opportunity data, streamlining content collection, revisions and feedback.

Nuance Launches Social Media Engagement

Nuance's social media tool enables companies to unify customer service across omnichannel platforms. (Featured on SmartCustomerService.com.)

Medallia Updates Text Analytics

Medallia uses machine learning to surface themes and topics from customer feedback.

Nimble Launches Nimble Contact

Nimble Contact unifies business contacts into a single, shared-relationship system of record.