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June 25, 2018
CRM Featured Articles
Forrester CXNYC 2018, Day Two: Great CX Is an Art and Science
When it comes to customer experience, data science and creativity both have critical roles to play.
Forrester CXNYC 2018: Customer Experience Must Go Beyond Strategy
Your CX efforts need to permeate all areas of the company.
Optimizing Your Contact Center for Emotive, Loyalty-Boosting Conversations
Emotional connections between companies and customers begin in the contact center, and you can foster the positive relationships that equal customer satisfaction, loyalty, and profit. (Featured on SmartCustomerService.com.)
Encouraging Companies to Do Good (and Make Money Too)
Customers increasingly expect companies to be good citizens
CRM Across the Wire
MomentFeed Expands Yelp Partnership
MomentFeed's expanded Yelp partnership helps multilocation brands gain business insights from Yelp's 150 million reviews all in one place.
Shopify Launches Ping Mobile App
The Ping mobile app helps Shopify merchants run their businesses, talk to customers, and manage marketing campaigns in a single interface.
Serenova Integrates Quality Management with CxEngage
Serenova's native, cloud-based Quality Management Solution provides call recording, screen recording, and quality assurance to contact centers. (Featured on SmartCustomerService.com.)
Envision Launches Click2Coach 12.1 with Speech Analytics
Click2Coach 12.1 uses speech analytics to help contact center managers identify problems that can be addressed with agent coaching. (Featured on SmartCustomerService.com.)
Nimble Launches Today Page Business Relationship Intelligence Dashboard
Nimble's Today Page customer visualization tool provides contextual relationship insights.
Affinity Launches Mobile Relationship Intelligence App
Affinity App 2.0 is an upgraded mobile platform for managing business relationships on the go.
NetBase Releases Standard Audiences
NetBase Standard Audiences provide real-time insights on important consumer segments and affinity groups.