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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.
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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 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.
CRM October 3, 2014	Sendible Launches Sendible 360 Social Media Platform Sendible 360 simplifies social media interactions for businesses.
CRM December 2013 Leonard Klie	Overcome Multichannel Customer Service Challenges Effective strategies start with talking to customers.
CRM May 17, 2013 Ashish Vazirani	Improving Marketing and Sales Alignment Social media and the availability of new channels have shifted the balance of power in sales relationships -- often dramatically, sometimes more subtly -- and it's a shift that chief marketing officers are often ill-prepared to handle.
CRM June 17, 2011 Godard Abel	Fixing the Disconnect Between Sales and the Enterprise Critical success factors and best practices to increase productivity.
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CRM July 2014 Leonard Klie	The 4 Key Customer Service Omnichannel Considerations Contact centers have deployed new technologies in silos; integration is difficult but not impossible.
AFP eWire March 2, 2010	Social Media Builds Support, But Fundraising Lags Overall Respondents to a recent survey felt social media channels were generally effective for enhancing relations with an existing audience and reaching out to new supporters, but less so for raising money.
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CRM April 2011 J. David Lashar	Marketing Beyond the Cloud Technology and strategy convert customer interactions into actionable insight.
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CRM October 5, 2012 Kyle Lacy	The Future of Marketing Strategy Embracing the cross-channel approach is the only option.
CRM May 15, 2013 Leonard Klie	Customer Service Is the Only Metric That Matters Interactions panelists say customers should be the center of all that happens in the contact center.
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CRM April 2014 Sarah Sluis	The 4 Pillars of Responsible Customer Engagement Relevance, respect, credibility, and value are key to great experiences.
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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CRM May 2013 Donna Fluss	The Rise of Social Customer Care Best practices for staying on top of the new service landscape.
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 5, 2015 Marge Connelly	Bigger Data vs. Smarter Data? Smarter Wins Mining customer interactions for compelling insights can drive big gains.
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CRM February 2014 Leonard Klie	10 Social Customer Service Tips New channel interactions don't have to be complicated.
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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.
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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.
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CRM June 9, 2014 Leonard Klie	Pegasystems Releases Customer Process Manager for Insurance PCMI enables insurers to deliver consistent customer service across channels.
CRM 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.