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Social Media's Advocacy Paradox Businesses and consumers have different perceptions, according to social CRM study by IBM's Institute for Business Value. |
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July 5, 2013
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Leveraging Every Transaction to Connect with Customers Look at empowered customers as opportunities to build your brand. |
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December 17, 2015
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3 Tips for CRM Investment in the Digital Age With channels, interactions, and data proliferating, CRM strategies and tools are still key to superior customer experience. |
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May 2015
Robert Wollan |
Tapping the Switching Economy Three tips for keeping customers from straying. |
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Ford Hits Toyota Where It Hurts Longtime quality paragon Toyota actually dragged down the average in the most recent edition of the widely watched J.D. Power Initial Quality Study for automakers. |
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April 2014
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The Future of CRM Is Outcome-Driven Between company-centric and customer-centric, there needs to be a middle ground. |
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April 1, 2011
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Social Media Interaction a Challenge for Web 2.0 Sites Too How companies can reap the benefits of social media. |
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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. |
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What It Takes To Be A Winner How the winners of Customer Service Champs were determined. |
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March 16, 2012
Eric Harber |
Four Ways Mobile Will Boost Your CRM Strategy Take your campaigns to the next level. |
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October 2012
Paul Greenberg |
Customer Experience Finally...and Once Again It's fascinating to me that starting a little over a year ago, the concept of how to think about customer experience finally began to rear its lovely head. |
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May 1, 2006
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Reaching the Next Level of Performance in Marketing Marketers should expand their focus and look for opportunities to drive incremental revenue across all stages of customers' interactions. |
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November 5, 2015
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Bigger Data vs. Smarter Data? Smarter Wins Mining customer interactions for compelling insights can drive big gains. |
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May 2, 2013
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Social Media Amplifies the Customer Experience To be successful, identify goals and stakeholders, and execute on strategy. |
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September 2013
Donna Fluss |
Meeting the Social Media Challenge Build a system that works for your company. |
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June 3, 2011
Jason Peck |
Engage Customers With Social Media Taking your company to the next level. Having a process for engaging customers with social media is crucial to success. |
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May 30, 2014
Girish Mathrubootham |
3 Reasons CEOs Should Provide Direct Customer Support Speaking directly to customers offers unique insights into their needs -- and how your business can meet them. |
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August 31, 2012
Patrick Dorsey |
Move from Social Media to Social CRM Five ways to bring your business up to speed. |
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October 13, 2015
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Sparkcentral Launches Secure Authentication for Social Customer Support Message encryption functions aim to facilitate trusted service interactions on Twitter and Facebook. |
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May 2013
Donna Fluss |
The Rise of Social Customer Care Best practices for staying on top of the new service landscape. |
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August 12, 2010
Glen Manchester |
Multichannel Is Not Enough: 6 Steps to Engaging Customer Communications Context and relevance are critical elements to maximize customer engagement and loyalty. |
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August 5, 2015
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How HP Integrated Social Media into its International CRM System Discover a 360-degree solution for social care. |
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Jetting to a Better Customer Experience The airline industry is looking for a flight plan to combat the headwind of low satisfaction scores. |
Search Engine Watch
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Eric Enge |
Social Media Marketing is a PR Function The potential for viral activity using social media is much greater than ever before, and it makes it easier to interact well with customers. Companies that do these things well will gain a significant competitive edge. |
Registered Rep.
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Jerry Gleeson |
Edward Jones, RBC top J.D. Power investor survey Overall investor satisfaction with the dozen companies in the study was markedly higher this year, although the survey also showed that investors increasingly believe that investment firms are more focused on profits than on customer satisfaction. |
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October 19, 2012
Joshua March |
The Changing Nature of Customer Relationships How social media is forcing large companies to rethink CRM. |
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November 9, 2012
Ravi Vijayaraghavan |
Applying Data Analytics to Customer Interactions A three-part framework for making data work for your business. |
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April 2014
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The 4 Pillars of Responsible Customer Engagement Relevance, respect, credibility, and value are key to great experiences. |
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September 7, 2010
Rob Howard |
Try Being Unsocial with Customers First You don't want social CRM. You want integrated customer intelligence. |
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February 1, 2007
Nick Discombe |
Get Reacquainted With Your Customers To get the most value from customer interactions and ultimately improve the customer experience, organizations must streamline the flow of information from the customer to the company. |
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October 2011
Brian Walker |
Harnessing Customer Experience Management Solutions New software helps to handle multiple consumer touch points. |
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August 19, 2010
Jacob Morgan |
Interactions With Transactions: Understanding Social CRM Empowering advocates and improving the customer experience is a key focal point of social customer relationship management. An introduction to the philosophy and business strategy. |
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April 2011
Paul Greenberg |
Interacting with Social Customers, 101 By acknowledging social media's influence and capitalizing on it, you could create evangelists for your company. |
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September 2015
Paul Korzeniowski |
Enterprises Move from Passive to Active Social Media Strategies Rather than just respond to irate tweets, corporations use social media interactions to drive change in business processes. |
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Rich Smith |
Detroit Rules the Roost Would you really rather have a Buick? |
CRM
May 17, 2012 |
Oracle Pairs RightNow CX Cloud with Fusion CRM The pairing allows companies to bring customer experience and sales force automation together in the cloud. |
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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. |
CRM
February 2014
David Myron |
Should You Offer Social Customer Support? More progressive companies are moving beyond the experimentation stage and incorporating solutions that enable them to listen, analyze, and respond to customers on social media. |
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May 28, 2014
Maria Minsker |
SAP Launches Three Industry-Specific Customer Engagement Solutions Cloud solutions for the insurance, utilities, and retail verticals promise more customer centricity. |
