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January 2, 2015
Marriann Cole |
4 Building Blocks for Improving Customer Service Listening to customers' voices shouldn't stop when the sale is made.   |
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
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
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
August 19, 2010
Justin Schuster |
5 Essential Steps to Mastering Customer Intelligence Build loyalty, gain a competitive edge, and improve your bottom line. |
CRM
August 2011
Leonard Klie |
Changing the Channel Research reveals how consumers will contact customer service within the next two years |
CRM
August 18, 2015 |
Oracle Updates Service Cloud and Oracle Social Cloud The latest releases of Service Cloud and Social Cloud enable brands to leverage social channels and self-service communities to expand customer engagements and business insights. |
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
July 2013
Woody Driggs |
Taming Chameleon Customers Create a brand experience to meet their changing needs. |
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
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
June 18, 2015
Michael Cholak |
Just How Important Is Customer Service to Customer Loyalty? It turns out other factors are bigger. But here's why it matters. |
CRM
February 2006
Coreen Bailor |
6 Common Contact Center Mistakes Here, contact center industry experts reveal six common, but sometimes overlooked, blunders that plague the industry, and offer advice for avoiding or reversing missteps. |
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
April 3, 2015
Robert Johnson |
5 Tips to Supercharge Customer Services A teamwork-centered approach is an essential foundation. |
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
May 16, 2014
Woody Driggs |
Six Takeaways for Marketing Executives Building a differentiated customer experience is a baseline requirement of success. |
Search Engine Watch
October 26, 2009
Liana Evans |
How to Earn Respect in Social Media Just because you and your company are a big deal in the offline world doesn't mean you'll win friends and influence in social networks. |
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. |
Job Journal
April 25, 2010
Deborah Brown-Volkman |
Career Pros: What's Your Career Telling You? When the course of your career doesn't feel right, find answers within. |
CRM
August 19, 2011
Saurabh Mittal |
Six Myths of Social Media Understanding the evolving customer service social landscape. |
CRM
January 30, 2015
Michael Hvisdos |
The Surprising Key to B2B Customer Loyalty Unless we change internal structures and turn to market strategies that make it easy for our customers to do business with us, we can't expect them to remain loyal. |
CRM
March 21, 2014
Scott Hirsch |
Customer Communities: The Centerpiece of CXM Six steps for offering engaging experiences. |
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. |
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
January 2012
Leonard Klie |
Customer Service Is a Complex Ecosystem As more communication channels become available, running contact centers has become increasingly complex. |
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. |
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
March 15, 2013
Paul Anderson |
Win Over Your Customers with Smart CRM Moves Use the right tools to boost brand loyalty. |
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
September 2010
Fluss & Rogers |
The Growth of Social Media in Customer Service While most of what's happening in social media is personal in nature, organizations are finding that it's important to listen carefully when they become the subject of discussion. |
CRM
September 7, 2010
Rob Howard |
Try Being Unsocial with Customers First You don't want social CRM. You want integrated customer intelligence. |
CRM
December 2009
Bruce Temkin |
7 Keys to Customer Experience Big-picture advice for how to improve the customer experience over the next year. |
CRM
June 17, 2010
Mark Johnson |
The Voice of the Customer in the Community What does it mean for loyalty and engagement? |
Search Engine Watch
August 17, 2009
Liana Evans |
In Social Media, Come Bearing Gifts When you come storming into a community with only your marketing message, you're no better than a party crasher. It's imperative that you understand the community you're dealing with, and come prepared to add value to the community. |
CRM
December 23, 2011
Daniel Ziv |
The Social Customer Strikes Back Avoid customer service faux pax with a proactive approach. |
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. |
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
August 2013
Donna Fluss |
The Black Hole of Customer Surveys Don't ask for feedback if you're not going to act on it. |
CRM
June 2010 |
Community Activism Online roles and responsibilities. |
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. |
CRM
May 15, 2015
Leonard Klie |
Influitive Launches Communities for Advocacy-Driven Marketing Influitive Communities allows marketers to create active B2B communities across the Web. |
CRM
February 1, 2008
Marshall Lager |
The Loyalty Riddle Can marketing overcome the customers who talk about you? |
CRM
December 2007
Coreen Bailor |
Speak Up! Designing a speech-enabled IVR system is inherently complex and requires in-depth preparation. Here are eleven strategies to ensure that you're hearing your customers loud and clear. |
Search Engine Watch
May 3, 2010
Nathan Linnell |
Social Media Influence on Consumer Behavior Steps marketers should take to gain influencer status in social media channels. |
Financial Advisor
March 2006
Grove & Prince |
The Secrets Of Million-Dollar Producers Here is how the role client loyalty plays in both the sustainability of the client/advisor relationship through difficult market conditions and poor performance and the client's willingness to provide more assets and referrals to the advisor. |
CRM
June 7, 2010
Carlos Diaz |
5 Things You Need from Your Community Management Platform Making conversations the center of innovation and business strategy. |
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. |
Financial Advisor
July 2006
Littlechild & Pomering |
Unlocking Client Value The first question financial advisors should ask is not "how" to survey clients but "why" you should do it in the first place. In addition to allowing you to stay on top of changing client needs, interests and expectations, the reasons abound. |
CRM
September 7, 2012
Nancy Liberman |
The Secret to Building Consumer Relationships Look to content to provide credibility and a likable brand online. |
