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August 12, 2009

CRM Featured Articles

Bridging the Gap in Enterprise Search

RightAnswers seeks to close the loop and maximize search capabilities with its latest release.

Still No Leaders or Challengers in Gartner's EMM Magic Quadrant

Magic Quadrant for EMM '09: Enterprise marketing management vendors continue to face slow adoption rates in an economic downturn.

Get Ready for the EFM Upswing

Hypatia Research discusses the importance of enterprise feedback management and the future of the market.

Employee Engagement Can't Thrive on Bonuses Alone

Financial services firms need to look at more than just monetary compensation to keep employees engaged, according to a new study.

Magazine Features

Patients Are Customers, Not Case Numbers

"Healthcare" and "customer service" don't have to be mutually exclusive.

Viewpoints

Sales Performance Management Is the New Necessity

CRM won't solve everything. You still need skilled salespeople to get it right.

CRM and CMS 2.0 Collide, Part 2

Sharing knowledge to build better relationships.

Customer Centricity

Doing More of What You Already Do

Performance management is a contact center requirement.

Insight

Microsites to Serve Microsegments

Brands from Dell to Office Depot are slicing customers into ever-tinier segments—and learning the dos and don'ts along the way.

Pint of View

Channeling My Frustration

Words, words, words. Why don't they mean what they used to?

Reality Check

The Next Steps Matter, Too

The Journey of Implementation — Part 2: It's a bit like the Wild West out there — so be extra careful to conduct due diligence when choosing a vendor partner.