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CRM January 2, 2015 Marriann Cole	4 Building Blocks for Improving Customer Service Listening to customers' voices shouldn't stop when the sale is made.
CRM February 2014 Leonard Klie	10 Social Customer Service Tips New channel interactions don't have to be complicated.
CRM December 2013 Leonard Klie	Overcome Multichannel Customer Service Challenges Effective strategies start with talking to customers.
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 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 July 20, 2012 Duke Chung	Customer Service 2.0 Five tips for creating an agile and successful call center to keep up with customer demands.
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
Search Engine Watch December 13, 2010 Nathan Linnell	It's Time for True Social Media Analytics A social media analytics tool that brings together data from Facebook, YouTube, Twitter, social media monitoring, analytics, and advertising has the potential to drastically alter how we analyze and evaluate our social media efforts.
CRM September 2011 Leonard Klie	Companies That Listen Get Results Investments in monitoring social media rise but still lag customers' use of it
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 January 2013 Woody Driggs	Add Customer Satisfaction Through Analytics Companies need to improve customer value to boost profitable growth, gain insights into customers' profitability and lifetime value, and monitor customer behavior across multiple channels and social media
CRM December 2012 Leonard Klie	Piecing Together Multichannel Support Cross-channel support starts with connecting the right channels.
CRM April 9, 2014	Sysomos and Clarabridge Partner on Multichannel Customer Analytics The technology partnership pairs social intelligence with customer insights.
CRM March 21, 2014 Scott Hirsch	Customer Communities: The Centerpiece of CXM Six steps for offering engaging experiences.
CRM September 2011 Geoffrey Hamelin	Consumers Power Transformational Marketing Engaging customers in personalized dialogue replaces pushing messages through mass media. Better access to data is empowering consumers, who share that information over social media.
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 August 19, 2011 Saurabh Mittal	Six Myths of Social Media Understanding the evolving customer service social landscape.
CRM October 19, 2012 Joshua March	The Changing Nature of Customer Relationships How social media is forcing large companies to rethink CRM.
CRM April 20, 2012 Leonard Klie	HP Helps Organizations Enhance Customer Engagement via Social Networks HP launches Social Enterprise Services to help organizations implement a social CRM program.
Bank Systems & Technology February 1, 2007 Ashwin Goyal	Breaking Down Channel Silos While siloed systems are nothing new to most banks, increasing pressure to provide a consistent customer experience across all channels is forcing banks to consolidate their applications infrastructure and integrate previously siloed channels.
CRM May 1, 2006 Collins, Nair & Schumacher	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.
CRM August 2014 Leonard Klie	Brands Deliver Inconsistent Engagements The phone still outperforms other channels for customer service.
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.
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.
CRM September 13, 2013 Grant Johnson	Engage and Keep Customers with a Dedicated CXM Approach A dedicated focus on customer experience management is required across the entire customer journey. Here is a three-step plan to cultivating consumer loyalty.
CRM December 5, 2014 Alan Berkson	3 Steps for Scaling Customer Service for Small Business Balance human interactions with technology.
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 March 16, 2012 Eric Harber	Four Ways Mobile Will Boost Your CRM Strategy Take your campaigns to the next level.
CRM November 2014 David Myron	3 Tips for Social CRM Success Before diving headfirst into social media, it's important to lay the groundwork for success.
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 October 17, 2014 Yaron Wilf	How Social Service Communities Can Drive Loyalty When customers help each other, companies and customers win.
CRM December 14, 2015 Sam Del Rowe	GI Insight Study Finds Omnichannel Approaches Are Falling Short Research indicates that though consumers use multiple channels in their shopping journeys, companies are not successfully implementing omnichannel marketing strategies.
CRM October 2011 Brian Walker	Harnessing Customer Experience Management Solutions New software helps to handle multiple consumer touch points.
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 October 8, 2013	Digimind Launches Social Media Monitoring Platform Digimind Social offers a single tool for real-time discovery of true online presence, reach, and influence.
CRM November 2014 Robert Wollan	Is Social Media Still Just Hype? When used wisely, this channel can be a B2C gold mine.
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 October 2, 2013	Experian Releases Email Insights A new product turns inactive email subscribers into active customers again.
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 August 2, 2013 Dave King	Look to Mobility to Broaden Your VoC Capabilities Many consumers use smartphones and tablets more than they do any other medium to interact with brands, requiring companies to create content and communications channels that work effectively through the mobile medium.
Bank Systems & Technology August 24, 2006 Phil Britt	Living in a Multichannel World As banks decide how to allocate approximately $6.5 billion in investments on retail channels this year, they would be wise to look at how customers use those channels, according to Karen Massey, senior research analyst for Financial Insight.
CRM June 11, 2010 Lauren McKay	No One-Stop Shop for Social Info-Tech Research Group evaluates the incumbent players and outlines opportunities surrounding the convergence of CRM and social media.
Pharmaceutical Executive May 1, 2012	The Personal Touch in Digital Promotion The shift from sales rep meetings to digital selling methods must include innovation and a physician-centered mindset in order to be successful.
Bank Systems & Technology November 1, 2006 Nancy Feig	Integrating the Channels Financial institutions are juggling numerous channels and the multitude of ways in which they touch customers. Many banks are actively looking to integrate those delivery channels more strategically.
Bank Systems & Technology November 3, 2009 Maria Bruno-Britz	In Channel Projects, Banks Look for Simpler Solutions The new economic conditions are dictating smarter use of resources among banks as they enhance their channels.
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 October 1, 2009 David Rich	Create Your Own Upturn A shift from managing volume to managing relationships.
CRM May 2013 Donna Fluss	The Rise of Social Customer Care Best practices for staying on top of the new service landscape.
CRM December 11, 2010 Gib Bassett	The Marriage of Mobile and Multichannel Marketing Mobile's central role in the coming cross-channel revolution.
CRM March 1, 2007 Coreen Bailor	Vocal Ease Companies should plan and implement a formal approach to collecting feedback and inserting the customer's voice into the business strategy.