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CRM
February 2011
Fluss & Rogers |
How to Listen to the Voice of the Customer in a Multichannel World Contact centers and enterprises in general should interact with customers in their channel of choice, either in real time or periodically. These solutions need to create, issue, collect, and analyze feedback through multiple channels, including IVR, Web, social media, email, SMS, and live calls.   |
CRM
April 1, 2011
Scott Swope |
Social Media Interaction a Challenge for Web 2.0 Sites Too How companies can reap the benefits of social media. |
CRM
March 27, 2015
Pam Plyler |
5 Steps to Improving Your Social Customer Service Combating social media challenges is a must for doing business with today's consumers. |
CRM
January 2, 2015
Marriann Cole |
4 Building Blocks for Improving Customer Service Listening to customers' voices shouldn't stop when the sale is made. |
CRM
May 6, 2011
Alex Cohen |
Top 5 Reasons Your Company Should Use Social Media to Improve CRM Low cost and communities top the list |
CRM
February 2014
Leonard Klie |
10 Social Customer Service Tips New channel interactions don't have to be complicated. |
CRM
January 3, 2014
Matt Kearney |
Three Tips to Optimize Your Social Media Success Focus on the right channels to grow revenue and satisfy customers. |
Entrepreneur
September 2009 |
The Twittering Class How social media can elevate your company's online cred. |
CRM
June 22, 2012 |
Companies Are All Over Social Media U.S. companies are outpacing their European counterparts in social media presence. |
CRM
May 2013
Donna Fluss |
The Rise of Social Customer Care Best practices for staying on top of the new service landscape. |
CRM
November 30, 2010
Koa Beck |
Siemens Enterprise Communications to Unite Social Media and Contact Centers Siemens Enterprise Communications announces OpenScape Fusion Social Media. |
CRM
January 2012
Leonard Klie |
Customer Service Is a Complex Ecosystem As more communication channels become available, running contact centers has become increasingly complex. |
Financial Planning
December 1, 2009
Chris Hall |
Socially Adept Participation in social media -- LinkedIn, Facebook, Ning, Groupsite, Twitter, blogs, YouTube -- is now a workplace reality. |
CRM
September 2013
Leonard Klie |
Which Interaction Channels Are Most Popular? Interactive Voice Response (IVR) and email top the list, but online customer support gains ground. |
CRM
July 2011
Paul Greenberg |
Never Underestimate the Power of Traditional Methods It's not the medium but, rather, how you use it to engage customers that counts. |
CRM
September 7, 2010
Rob Howard |
Try Being Unsocial with Customers First You don't want social CRM. You want integrated customer intelligence. |
CRM
June 1, 2009
Ian Jacobs |
The New Interaction of Social Media Beyond marketing, the popular tools and techniques can also serve as a channel for support. |
CRM
August 31, 2012
Patrick Dorsey |
Move from Social Media to Social CRM Five ways to bring your business up to speed. |
CRM
August 2, 2013
Dave King |
Look to Mobility to Broaden Your VoC Capabilities Many consumers use smartphones and tablets more than they do any other medium to interact with brands, requiring companies to create content and communications channels that work effectively through the mobile medium. |
Fast Company
David Lavenda |
How Red Robin Transformed Its Business With Yammer Yammer, essentially a "Facebook for business," provides a social channel for employees, partners, and customers of Red Robin to communicate and exchange information |
CRM
July 2003
David Myron |
In Beta: Replaying The Experience Nice Systems knows memory fades with time. That's why Nice introduced Nice Feedback, an IVR survey system that enables contact centers to obtain direct customer feedback immediately after a service call. |
Search Engine Watch
July 21, 2009
Carrie Hill |
Get Your Small Business Involved in Social Media Any business has the potential to excel (or fail) socially online. Having a game plan is key to making sure you're ready for both instances when your small business participates in social networks. |
CRM
July 20, 2012
Duke Chung |
Customer Service 2.0 Five tips for creating an agile and successful call center to keep up with customer demands. |
AFP eWire
March 2, 2010 |
Social Media Builds Support, But Fundraising Lags Overall Respondents to a recent survey felt social media channels were generally effective for enhancing relations with an existing audience and reaching out to new supporters, but less so for raising money. |
CRM
March 20, 2012 |
NICE Integrates Interaction Management and Fizzback Solutions to Enhance Customer Experience The combined Voice of the Customer solution enables companies to gain insight into the root cause of specific customer feedback by correlating voice interactions with real-time feedback survey results. |
InternetNews
August 7, 2009 |
Facebook Moving Up Fast in the Enterprise Study reveals growing use of Facebook, but watch out for Microsoft and IBM. Brand loyalty, customer service, customer loyalty and acquisition were the top benefits noted. |
CRM
December 2009
Bruce Temkin |
7 Keys to Customer Experience Big-picture advice for how to improve the customer experience over the next year. |
InternetNews
April 20, 2010 |
Social Networking Guide for the Enterprise Popular social networking sites like Facebook and Twitter can be great for business but things can get out of control if the proper policies aren't in place and enforced. |
CRM
David Myron |
Five Ways to Reveal Your Customer Data Here is a list of five technologies and strategies that can help your organization gain more customer insight. |
CRM
August 23, 2013
Connor Marsden |
The Role of Social CRM These channels present incredible opportunities for companies to add another dimension to understanding customers, key decision-makers, and trends that drive meaningful dialogue. |
Search Engine Watch
June 28, 2010
Nathan Linnell |
Measuring Audience Engagement in Social Media Providing a framework for measuring audience engagement while also soliciting feedback for additional metrics that should be factored into such a calculation. |
Entrepreneur
July 2008
John Jantsch |
Social Butterfly Work the social networking scene to get the most out of your online presence for your small business. |
CRM
June 28, 2013
Melissa Pippine |
Demystifying Social Media for Customer Experience Look to 'intelligent' tools to identify causes of discontent. |
CRM
June 1, 2009
Jessica Tsai |
On the Scene: Users Converge Microsoft Convergence '09: Microsoft and its user groups extend face-to-face with @-to-@. |
CRM
April 2012
Donna Fluss |
Using Social Media for Customer Service Are you reaping the benefits of this valuable resource? |
CRM
October 26, 2012 |
Consumers Demand Service Through Social Media NM Incite's study found that nearly one in three social media users (30 percent) prefer to reach out to a brand for customer service through a social channel compared to the phone, marking a dramatic shift in how people expect customer service from the brands with which they engage. |
CRM
August 27, 2010
Teala Comer et al. |
6 Best Practices for Growing a Successful Online Community Advice for organizations looking to increase their online presence. |
Bank Technology News
January 2011
John Adams |
Customer Service Makes Him Smile Two years ago, Business Week called Frank Eliason "the most famous customer service manager in the U.S., possibly the world." Eliason recently joined Citi, and in this short interview discusses the bank's 2.0 social media strategy. |
Search Engine Watch
November 2, 2009
Ron Jones |
Facebook 101 The basics to know before joining the popular social media site, including tips on setting up your account, privacy, and helpful applications. |
CRM
May 2012
Keith Dawson |
Giving a Voice to the Contact Center With their direct access to customers, service departments can offer valuable strategy insights. |
Financial Advisor
March 2010
Joel P. Bruckenstein |
Beware The Pitfalls The advantages of social media for advisors are being trumpeted loudly, but the risks are heard less. |
CRM
August 19, 2011
Saurabh Mittal |
Six Myths of Social Media Understanding the evolving customer service social landscape. |
CRM
October 17, 2014
Yaron Wilf |
How Social Service Communities Can Drive Loyalty When customers help each other, companies and customers win. |
CRM
August 10, 2012
Jesse Noyes |
Seven Steps for a Social Contact Strategy When it comes to sales, establishing trust is key. |
CRM
June 2012
Leonard Klie |
Twitter: Hearing 140 Million Voices A growing number of brands are establishing social media command centers -- war rooms from which employees track and respond to customer comments, questions, and complaints on Twitter and other sites. |
Insurance & Technology
November 18, 2009
Nathan Conz |
Progressive Details Twitter Strategy Progressive has leveraged micro-blogging site Twitter to foster customer engagement and improve customer service. |
Search Engine Watch
February 16, 2009
Ron Jones |
Social Media Marketing (SMO) 101, Part 1 Before you begin any kind of social media marketing, I highly recommend setting up an account and jumping into a conversation or community. It's one thing to talk about social media, and another to experience it firsthand. |
Registered Rep.
May 2, 2011
Kristen French |
Raymond James, Commonwealth to Give FAs Free Reign on Social Media In other words, they will be able to post tweets, updates and comments that have not been pre-approved in real time. |
CRM
August 19, 2010
Allison Marr |
The Social Smorgasbord Leverage consumer networks - but avoid the sin of data gluttony. |
Search Engine Watch
June 11, 2010
Rob Chant |
What Can Social Media do for Your Small Business? Social media can work as a marketing tool, if used wisely, and you can make sales directly from it. But it can be much more than that. |
