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CRM
October 17, 2014
Yaron Wilf |
How Social Service Communities Can Drive Loyalty When customers help each other, companies and customers win.   |
CRM
June 1, 2009
Christopher Musico |
Service and Social Media: You're Not Social (Enough) Communities and channels are rapidly expanding - and your company needs to at least know its place in all of them. |
CRM
June 2011
Leonard Klie |
Peer Power Online communities foster customer loyalty by doing what traditional contact centers cannot. More companies are adopting social community platforms as a form of customer service and are garnering more tangible results. |
CRM
June 2013
Kelly Liyakasa |
Collaboration Meets Community Platforms Enterprises are combining peer-to-peer and Web self-service capabilities to improve customer service and lower cost. |
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. |
PC World
April 1, 2000
Lincoln Spector |
Free Support Free-for-All When a PC suddenly and for no apparent reason conks out, most people pick up the phone and call the manufacturer's technical support line. Sometimes that means waiting forever on hold. Or it could involve sending e-mail that never gets answered, paying money for help, or receiving bad advice. Don't worry. Third-party technical support sites are springing up all over the Internet, offering practical tips on computer-related problems and a useful, accessible alternative to less-than-stellar vendor support. Like so much else on the Web, most of these sites are free (supported by ads), and some of them provide exemplary advice. |
Search Engine Watch
February 24, 2011
Jacob Morgan |
External, Hybrid, and Internal Communities: Why You Should Care Exploring three social communities and some typical business problems that effective engagement can solve. |
CRM
November 2011
Barton Goldenberg |
The Real Value of Social CRM Leverage public social media and niche sites to drive traffic to your community |
CRM
August 5, 2015
Dave Roman |
How HP Integrated Social Media into its International CRM System Discover a 360-degree solution for social care. |
IndustryWeek
December 16, 2009 |
Unstructured Collaboration is Key to Increased Innovation and Business Agility in 2010 In 2010, manufactures will adopt social collaboration tools as they look to integrate social computing tools and platforms into their business processes, linking internal communities and external communities. |
CRM
October 2011
Ian Jacobs |
All I Know Is That I Don't Know Nothing Blending knowledge management with customer service is critical. |
CRM
April 2013
Leonard Klie |
Should Your Company Abandon Phone Support? Why several Silicon Valley-area firms have done just that and are sticking with their decisions. |
CRM
January 29, 2013
Kelly Liyakasa |
Get Satisfaction Rolls Out Small-Business Solution Community managers get more insights into customer traction. |
CRM
May 9, 2013
Kelly Liyakasa |
Adobe Continues to Rev Up Digital Marketing Assets Update to Adobe Connect promises stronger digital audience engagement. |
CRM
November 2013
Leonard Klie |
Customer Support: Keeping Up with the Digital Migration The phone is losing ground as a leading communication channel. Can you meet customers where they're going? |
CRM
August 2, 2010
Alex Dayon |
From Deflecting Customers to Embracing Them Six ways that the new Internet - a mobile, social, and real-time Internet - is changing the playing field for CRM and putting customers back in control. |
Search Engine Watch
October 6, 2005
Chris Sherman |
Finding Treasure in Boards and Forums Most people turn to the web as a primary information source these days, but there's a lot of great stuff in traditional forums and bulletin board systems - if you know where to look. |
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. |
Inc.
August 2005
Etelka Lehoczky |
Need Help? Don't Call Us Online peer forums boost customer satisfaction while cutting costs. |
CRM
April 1, 2006
Colin Beasty |
Business Problem: The Call Center Is Overwhelmed with Basic, Repetitive Inquiries With the average agent-assisted phone call as much as 30 times more expensive than a Web self-service interaction, properly implemented Web self-service solutions can save a company time, resources, and money. |
CRM
August 19, 2011
Saurabh Mittal |
Six Myths of Social Media Understanding the evolving customer service social landscape. |
CRM
July 8, 2013 |
New Survey Highlights the Growth of Web Self-Service Web and mobile apps are gaining ground on interactive voice response systems as the self-service channel of choice. |
Search Engine Watch
May 6, 2010
Justilien Gaspard |
Build Links with a Killer Sales Promotion Traditional retailers use sales to bring people into stores. We can use the same strategy to build links and exposure. |
CRM
January 25, 2013
Leonard Klie |
Consumers Are Happier with Contact Centers Call Center Satisfaction Index finds Web self-service and email dominate the non-phone mix of contact channels, but social media is playing a critical role. |
CRM
December 18, 2015
Leonard Klie |
Lithium Adds Analytics to Its Community Platform New analytics offerings enable companies to measure customer satisfaction, benchmark performance, and gauge the business impact of their social communities. |
Search Engine Watch
June 8, 2009
Liana Evans |
What Are Your Social Media Goals? Most companies are reluctant to enter the social media space because the ROI is a tough nut to crack. Your social media goals will be strikingly different than an SEO or PPC strategy. |
Information Today
April 29, 2010
Peggy Garvin |
Two New Reports Assess Use of Government Websites ForeSeeResults.com and the Pew Internet Report have collected information on internet users' search for government data. |
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. |
Bank Systems & Technology
April 12, 2010
Penny Crosman |
SAS Launches Social Media Analytics Analysis of positive and negative Twitter, Facebook sentiment about a bank can be integrated with CRM and other internal software. |
PC World
January 2006
Scott Spanbauer |
Free Expert Advice on the Web's Forums: Priceless Consult online communities to get assistance and opinions, fast. |
CRM
October 2011
Esteban Kolsky |
New Paradigms Bring Value to Knowledge Management The focus shifts from managing knowledge to empowering people to respond, as seen in online communities. |
Search Engine Watch
March 12, 2004
Chris Sherman |
Search Engine Forums Spotlight Links to this week's topics from search engine forums across the web: Yahoo! Answers Site Match Questions - Yahoo Blocking Affiliate Sites - Are All Links Equal? - Google Not Following Robots Tag - Nested Tables and Google - So What Does SEMPO Mean To You? - Can Search Spiders Follow PPC Links? |
PC Magazine
August 17, 2004
Michael J. Miller |
What's Wrong with Tech Support? The reliability of PCs is getting better, but tech support is getting worse. |
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
November 15, 2013
Megan Yunker |
Best Practices for Marketing in an Online Community Support, feedback, and ratings are key. Like any business decision, you need a plan and a good framework for creating a healthy community to which people will keep coming back. |
CRM
August 10, 2012
Jesse Noyes |
Seven Steps for a Social Contact Strategy When it comes to sales, establishing trust is key. |
InternetNews
August 24, 2004
Michael Singer |
E-Business, PCs Really Satisfy: Report Apple's shine not limited to just the iPod... Google gets high marks in a new consumer satisfaction report... |
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
August 2005
Coreen Bailor |
Do It Yourself Web self-service done right, in the right enterprise, can return some real benefits. Here, a review of the five top vendors with robust, integrated solutions. |
CFO
July 1, 2005
John Edwards |
Help Yourself Customer self-service is finally catching on with consumers -- and saving businesses a bundle in the process. |
Inc.
January 2007
Patricia Seybold |
Ask Patricia Seybold Is it a good idea to set up a customer forum on a company website? |
CRM
February 19, 2013
Kelly Liyakasa |
Get Satisfaction Integrates with Badgeville Move ties communities with game mechanics to drive user engagement. |
CRM
October 2007
Coreen Bailor |
Help Them Help Themselves Web self-service means having your customer become her own customer service rep -- but without making her resent doing what a real CSR can do in a fraction of the time. |
Search Engine Watch
October 15, 2008
Tim Ash |
Landing Page Optimization: Guessing vs. Testing The real experts on the design of your landing pages are your Web site visitors. |
Search Engine Watch
August 3, 2009
Liana Evans |
Understanding Social Media Communities Social communities, whether they're online or offline, have interesting dynamics. To make any kind of headway, you must understand and respect how each individual community functions before charging in to join the party. |
CRM
May 16, 2012
Judith Aquino |
Adobe Introduces New Cloud-Based Tools for Marketers In the latest move to further strengthen its position in the digital marketing space, Adobe unveiled several new additions yesterday for its Web Experience Management product, Adobe CQ. |
CRM
June 2010
Lauren McKay |
Crafting a Community Companies can corral as many customers as they like, but any true community has to truly benefit its members - customers and companies alike. |
InternetNews
June 17, 2010 |
Wrestling with Enterprise 2.0's ROI Is it possible to quantify the benefits of Enterprise 2.0 technologies? |
CRM
September 7, 2010
Rob Howard |
Try Being Unsocial with Customers First You don't want social CRM. You want integrated customer intelligence. |
CRM
May 2008
Barton Goldenberg |
Is Your Contact Center Built for Multichannel Customers? The boom in self-service doesn't mean your agents are off the hook. |
