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December 23, 2019

CRM Featured Articles

72 Percent of Consumers Will Switch Brands After One Bad Experience, Study Finds

Northridge Group research finds consumers are unwilling to give companies a second chance to make up for a customer service gaffe.


AI in Customer Service: Five Predictions for 2020

Here's a peak at what's in store for artificial intelligence in customer service in 2020. (Featured on

Case Studies

SharkNinja Operationalizes Customer Feedback

With Clarabridge Engage and Analytics, the housewares manufacturer is able to act on voice-of-the-customer data to create new products and evolve its customer experience.

C3i Exceeds Expectations with Avaya

The contact center outsourcer is winning back business with new technologies, replacing a string of legacy systems in phases to maintain operations while easing the burden on its IT department

CRM Across the Wire

ZoomInfo Launches Privacy Center

ZoomInfo has established a resource center and data tools to help companies comply with CCPA.

6sense Launches Dynamic Display Advertising

6sense's new feature extends its native display advertising capabilities.

Cyara and VoiceFoundry Partner to Aid in Contact Center Migrations to Amazon Connect

VoiceFoundry's customer journey design expertise and Cyara's testing and assurance capabilities will help clients achieve smooth migration and CX design when migrating to Amazon Connect. (Featured on

Verint Launches Robotic Process Automation Discovery

Verint's RPA Discovery solution helps companies identify workflows that could better be performed by automation. (Featured on

Swiftpage Names New President/CEO

Steve Oriola takes over leadership of Act! CRM provider Swiftpage

Anaplan Adds AI-Powered Predictive Sales Planning

Anaplan's Predictive Sales Planning solution uses artificial intelligence to analyze account health.