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October 12, 2015

CRM Across the Wire
Evolve IP Adds Call Center Features
New features deliver greater insights into call center operations and improved management capabilities. (Featured on SmartCustomerService.com.)
ACSI Finds Customer Satisfaction Continues to Decline
Customer satisfaction's erosion at the national level presents a serious stumbling block for the economy, the American Customer Satisfaction Index reports.
Quantcast Launches Quantcast Audience Grid
Quantcast Audience Grid is an open data platform for digital advertising.
Hearsay Social Releases Hearsay Mail Predictive Email Solution
Hearsay Mail combines marketing automation with a personal human touch to help advisors build and deepen client relationships.
Marketo Integrates with Facebook Lead Ads
Integration expands Marketo Ad Bridge offering and helps connect consumers and businesses on mobile devices.
CRM Featured Articles
NRF’s Shop.Org Digital Summit 2015: Mobile Is the Glue That Holds Omnichannel Together
At Shop.Org, companies push for a mobile-first digital strategy.
Zendesk Launches Satisfaction Prediction
Satisfaction Prediction uses machine learning to identify which customer interactions are at risk of turning bad in real time. (Featured on SmartCustomerService.com.)
Magazine Features
Design's Critical Role in Customer Engagements
To stand out from competitors, businesses must artfully craft experiences that resonate with customers and increase brand value
Reality Check
Today's Business Is All About the Process
It's what happens before and between transactions that will make your company stand out
Do You Know How to Drive Your ESP?
Don't let structural challenges—complex approval processes, siloed customer data, even organizational insecurity—block you from realizing the power of your email engine.

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