| Similar Articles |
|---|
 |
CRM
October 2015
Leonard Klie |
On the Scene -- Customer Service Experience: Explore New Channels, but Invest Wisely Conference speakers urge companies to integrate channels for a seamless customer experience   |
CRM
June 2012
David Myron |
Take a Healthy Approach to Social Media Social media is emerging as a viable forum for sales, marketing, and customer service professionals to connect with customers. But be careful not to treat it as "just another service channel." |
CRM
February 2014
Leonard Klie |
10 Social Customer Service Tips New channel interactions don't have to be complicated. |
CRM
David Myron |
The Unified Omnichannel Enterprise Is No Longer a Pipe Dream For a truly unified omnichannel environment to exist, a company must connect all of its interaction channels so a customer can traverse them without losing any data. |
CRM
July 2014
Barton Goldenberg |
Forging the Next CRM Frontier Integrated technologies hold great promise for the future of CRM. |
CRM
December 2015
Leonard Klie |
Social Media Is Now a Viable Support Channel Direct messaging, tighter security, and data integration add to social media's feasibility as a customer service platform |
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
November 2013
David Myron |
Preparing for the Omnichannel Environment As more consumers move to digital channels, marketers must avoid the mistakes made by many email marketers and resist the temptation to blast inexpensive, but irrelevant, messages to consumers. |
CRM
August 19, 2014
Maria Minsker |
CRM Evolution 2014 Day Two: Customer Engagement Is the Future of CRM Brands need to revise their digital, mobile, and call center strategies. |
CRM
December 2013
Leonard Klie |
Overcome Multichannel Customer Service Challenges Effective strategies start with talking to customers. |
CRM
June 2011
Leonard Klie |
Don't Forget the "C" in Social CRM Listening to customers should precede any foray into social media, the former leader of @ComcastCares advises |
CRM
November 18, 2011 |
LiveOps Integrates Twitter with the Cloud Contact Center Social media connectivity highlights the latest additions to the company's cloud-based platform. |
CRM
August 31, 2012
Patrick Dorsey |
Move from Social Media to Social CRM Five ways to bring your business up to speed. |
CRM
March 16, 2012
Eric Harber |
Four Ways Mobile Will Boost Your CRM Strategy Take your campaigns to the next level. |
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
December 2015
David Myron |
Social Customer Service Is Here Firms must be smart about the ways they collect and maintain customer data. |
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. |
CRM
June 7, 2013
David Lloyd |
Prepare for the Age of the Customer Advances in technology will help contact centers shine. |
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. |
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. |
CRM
August 10, 2011
Brittany Farb |
Social Media Expands Role of the Customer While social media should be top of mind for businesses, they shouldn't sacrifice the basics. |
CRM
October 19, 2012
Joshua March |
The Changing Nature of Customer Relationships How social media is forcing large companies to rethink CRM. |
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
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. |
CRM
October 19, 2010
Koa Beck |
Genesys Announces a New Social Media Strategy Genesys Telecommunications Laboratories, an Alcatel-Lucent unit that provides enterprise and contact center software, recently launched a new strategy for social media, one that allows companies to use integrated tools to monitor and address consumers through social media channels. |
CRM
August 19, 2011
Saurabh Mittal |
Six Myths of Social Media Understanding the evolving customer service social landscape. |
CRM
October 13, 2015
Oren Smilansky |
Sparkcentral Launches Secure Authentication for Social Customer Support Message encryption functions aim to facilitate trusted service interactions on Twitter and Facebook. |
CRM
October 2014
Barton Goldenberg |
The True Price of Channel Optimization Why meeting your customers where they prefer is key to your business survival. |
CRM
April 2013
Esteban Kolsky |
Evolving Social CRM to Become CRM -- Again Move your CRM implementation to the next generation. |
CRM
July 2012
Donna Fluss |
Social Media Belongs in the Contact Center When marketing works with customer service, customers and enterprise benefit |
CRM
January 4, 2013
Leonard Klie |
It's Not Too Late to Start on Social A report from DMG Consulting outlines steps companies need to take to address issues on social media. |
CRM
December 5, 2014
Alan Berkson |
3 Steps for Scaling Customer Service for Small Business Balance human interactions with technology. |
CRM
February 9, 2011
Koa Beck |
Alcatel-Lucent Brings Next-Generation Customer Conversations with Context-Based Social Engagement Alcatel-Lucent has released the Genesys Social Engagement solution, which monitors, analyzes, and connects consumers over social media and traditional channels, providing visibility into customer engagement and community trends. |
CRM
November 1, 2011
Leonard Klie |
Pegasystems Extends Social Media Capabilities in CPM Solution Offering enables organizations to seamlessly monitor, analyze, and act on social media interactions. |
CRM
June 2015
Oren Smilansky |
Zendesk Readies Facebook Messenger for Customer Service When reaching out to customers through social media, companies need to tread a fine line |
CRM
September 7, 2010
Rob Howard |
Try Being Unsocial with Customers First You don't want social CRM. You want integrated customer intelligence. |
CRM
August 2014
Leonard Klie |
Brands Deliver Inconsistent Engagements The phone still outperforms other channels for customer service. |
CRM
August 4, 2015
David Myron |
Social CRM Mistakes and How to Avoid Them Follow these 10 steps to deploy a successful social CRM strategy. |
CRM
May 2013
Donna Fluss |
The Rise of Social Customer Care Best practices for staying on top of the new service landscape. |
CRM
October 3, 2014 |
Sendible Launches Sendible 360 Social Media Platform Sendible 360 simplifies social media interactions for businesses. |
CRM
December 2012
Leonard Klie |
Piecing Together Multichannel Support Cross-channel support starts with connecting the right channels. |
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
March 2014
David Myron |
Top 3 Customer Service Trends for 2014 This year's hottest customer service trends include social media, cloud technology, and mobile devices. |
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
February 2015
David Myron |
Correct Problems Caused by Outdated Automation Systems 'Personalization should permeate the customer experience at every touch point.' |
CRM
October 25, 2013
Daniel Incandela |
Is Your Web Site Delivering a Great Customer Experience? 15 tips for making sure it does. |
CRM
December 2014
David Myron |
Why You Should Consider Customer Journey Maps While creating a customer journey map that accounts for experiences across multiple channels might sound difficult, it is possible. |
CRM
April 2013
David Myron |
Are We Too Connected? Several of our magazine stories take on the issue of connection with customers and how connectivity can best be used for customer engagement. |
CRM
December 17, 2015
Dave Nelson |
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. |
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. |
