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SAP Announces a Rebranded Cloud Platform
The company hopes to address customers' critical business needs with a variety of new capabilities.
Twitter Customer Service Direct Messaging Gets a Makeover
Twitter is updating its direct messaging with Custom Profiles, enabling brands to differentiate automated responses from human responses during interactions with customers. (Featured on SmartCustomerService.com.)
Freshdesk Launches Marketplace for Customer Support Apps
The Marketplace aims to help businesses customize their help desks with apps they can find "under one roof."
Brainshark and Highspot Release Sales Enablement Software
The integrated sales enablement solution aims to make sales reps more effective with their conversations.
Pegasystems Launches Pega Self-Service Advisor
The feature uses artificial intelligence to analyze browsing history, determine a customer's immediate needs, and serve them in the moment.
Fake News, Meet Fake Customer Support: Facebook’s “Customer Service Line” Is a Scam
According to research by an NPR reporter, conducting a Google search for "Facebook Customer Service" can lead callers right into the hands of scammers. (Featured on SmartCustomerService.com.)

Viewpoints (Web Exclusives)
Sure, it can be unpleasant. But blocking out time for cold calling, and sticking to it, will make you a more disciplined, focused salesperson.
To develop and nurture a customer-driven culture, you'll need patience, hard work, and the right people in place.
Combining unconventional messaging with tenaciousness can double your contact rate.
More Viewpoints...
CRM Magazine, March 2017
Leveraging the Three Stages of Analytics
Analysis of consumer information has become a complex, multistage process. Businesses need to understand each stage—and how they work together—to be competitive
Can Better Grammar Improve Customer Service?
As customer interactions move online, agents might need to brush up on their misplaced modifiers
The Three Ts of a Winning Sales Team
Talent acquisition, training, and time management can help sustain a successful sales culture
Across the Wire
Hootsuite Acquires LiftMetrix
Best Practices Series

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