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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
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
March 2013 |
CRM Service Awards: Service Elite Activision began to explore solutions that would give it the flexibility it needed to service its gamers in the channel of their choice. Last March, the company selected Salesforce.com Service Cloud and was able to roll out the product globally and across three of its contact centers within 90 days. |
CRM
January 2012
Leonard Klie |
Customer Service Is a Complex Ecosystem As more communication channels become available, running contact centers has become increasingly complex. |
CRM
February 2013
Leonard Klie |
Case Management Takes a Dynamic Turn Progressive contact centers can incorporate adaptability, cross-sell and upsell capabilities, social media integration, gamification, and multiple channels. |
CRM
August 19, 2011
Saurabh Mittal |
Six Myths of Social Media Understanding the evolving customer service social landscape. |
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
March 2011 |
The 2011 Rising Stars Whether these four companies will keep ascending and ultimately join the leaderboard remains an open question. By focusing on where customer service is headed, they are on the right track. |
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
March 2013 |
CRM Service Awards: Service Leaders Award winners are announced for customer contact, customer case management, interactive voice support, web support and other types of technology management solutions. |
CRM
June 20, 2013
Kelly Liyakasa |
Jive Software Steps Up Mobile Strategy An interest in enterprise collaboration fuels product development, integrations. |
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
December 2012
Leonard Klie |
Piecing Together Multichannel Support Cross-channel support starts with connecting the right channels. |
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. |
CRM
December 2015
Leonard Klie |
E-Commerce Gets Social Salesforce.com and SAP bring e-commerce capabilities to social communities |
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. |
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
December 2013
Leonard Klie |
Overcome Multichannel Customer Service Challenges Effective strategies start with talking to customers. |
CRM
February 22, 2013
Paul Lang |
What's Next for the Contact Center? The challenge for contact center managers will be finding a way to offer the best customer service at the lowest cost. Here are seven trends that we can't ignore. |
CRM
October 2012
Leonard Klie |
In High Tech, Social CRM Is All the Rage Technology vendors tap into social media and online communities to let customers serve one another. |
CRM
September 2, 2011
Duke Chung |
Five Ways to Amplify Your CRM System By opening up a two-way communications channel for customers and your CRM system, it provides an enormous overview of what customers want, accessed, and engaged in during their customer service experience. |
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. |
CRM
December 2012
Kelly Liyakasa |
Salesforce.com Delves Deeper into Social and Mobile Enterprise Dreamforce 2012 draws 90,000 attendees, features a multitude of product updates. |
CRM
August 27, 2014 |
Salesforce.com Launches Salesforce1 Community Cloud New Community Cloud propels salesforce.com into the fast-growing $3.5 billion enterprise collaboration market. |
CRM
February 19, 2013
Kelly Liyakasa |
Get Satisfaction Integrates with Badgeville Move ties communities with game mechanics to drive user engagement. |
CRM
June 2013
David Myron |
Join the Conversation and Build Customer Trust Companies such as Jive and Salesforce.com have been helping clients broaden their involvement in conversations with customers and partners by adding collaboration capabilities to their social community platforms. |
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 30, 2013
Kelly Liyakasa |
Salesforce.com Launches Company Communities Widens scope of Salesforce platform to drive enterprise mobility. |
CRM
January 2014
Barton Goldenberg |
Integrating Social Media Is a Strategy for Success Expand your insights with a hub and spoke model. |
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
April 26, 2012
Kelly Liyakasa |
Telligent Community, Sitecore Integration Yields Stronger Social Community Experience Marketers gain insight into community impact on sales process. |
CRM
October 17, 2014
Yaron Wilf |
How Social Service Communities Can Drive Loyalty When customers help each other, companies and customers win. |
CIO
January 23, 2015 |
CIOs Deploy Different Social Tools for Different Types of Collaboration Jive, Jabber, Yammer, SharePoint, Lync -- CIOs roll out a variety of collaboration tools to fit the work styles of various types of far-flung employees |
CRM
February 26, 2013
Kelly Liyakasa |
Salesforce.com Debuts Service Cloud Mobile The cloud computing giant adds cobrowsing, mobile live chat, and communities for smart devices. |
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. |
CRM
April 25, 2014
Duke Chung |
In the Age of the Customer, Service and Engagement Will Define the Brand Customer service is becoming the next brand differentiator. |
CRM
March 2015 |
The 2015 CRM Service Leaders: Customer Case Management Customer case management remained "core to support operations" in 2014, according to John Ragsdale, president of technology and research for the Technology Services Industry Association |
InternetNews
November 18, 2009 |
Salesforce Debuts a Facebook for the Enterprise At Dreamforce 2009, Benioff introduces Chatter, aimed at bridging the gap separating content, applications and people. |
CRM
March 1, 2008
Paul Greenberg |
Everything Is Social The word is everywhere now: social networks, social frameworks, social platforms. |
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. |
CRM
September 21, 2012
Kelly Liyakasa |
Social Media Experimentation to Shift to ROI Justification Collaboration, social marketing have changed customer relationships. Salesforce.com's debut of enterprise file-sharing solution Chatterbox this week at Dreamforce hints at the cloud software company's further foray into powering the social enterprise. |
CRM
August 2011
Barton Goldenberg |
Overcoming Skepticism to Exploit Social CRM Many executives fear a healthy two-way conversation with customers. |
CRM
January 1, 2007
Kim Kobza |
SaaS and Web 3.0 Traditional development is a high-risk, high-cost response to the demand for customer interaction inherent in Web 2.0. But there are important examples where SaaS is already making its mark in the emerging demand for enterprise social networks. |
CRM
September 2011
Brittany Farb |
Marketing to Communities Why old-school advertising delivers the wrong message |
CRM
February 2011
Juan Martinez |
Lithium, Jive Lead Community Platform Growth More than half of $500-million-a-year companies have in place or are developing community platform programs, according to Forrester Wave. |
CRM
March 4, 2011
Brittany Farb |
Salesforce.com Unveils Service Cloud 3 Service Cloud 3 made its debut yesterday at Salesforce.com's Cloudforce 2011 event in New York. The new application will assist customers manage higher volumes of service issues through social media tools. |
CRM
June 7, 2010
Carlos Diaz |
5 Things You Need from Your Community Management Platform Making conversations the center of innovation and business strategy. |
BusinessWeek
August 26, 2010
Jaroslovsky & Ricadela |
Salesforce.com Channels Facebook The enterprise software giant has a new social-networking service. |
CRM
September 25, 2010
Lauren McKay |
Salesforce.com Rolls Out Chatter 2 Dedicated to enhancing enterprise productivity and collaboration, Chatter 2 includes new features such as filters and recommendations. |
CRM
April 3, 2015
Robert Johnson |
5 Tips to Supercharge Customer Services A teamwork-centered approach is an essential foundation. |
