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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
October 19, 2012
Joshua March |
The Changing Nature of Customer Relationships How social media is forcing large companies to rethink CRM. |
CRM
April 2011
Brittany Farb |
Companies Need to Make Better Friends Study identifies the main triggers for consumer disengagement in online marketing campaigns. |
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
September 2015
Leonard Klie |
It Takes More than Coupons to Settle Complaints Consumers want more than compensation when things go wrong |
CRM
September 2015
Oren Smilansky |
Brands Must Improve Customer Experience in E-Commerce Customers expect excellent experiences, even during transactions |
CRM
August 2015 |
Why Instagram, Tumblr, and Pinterest Matter to Brands Pictures are worth a thousand words, and companies can't afford to block them out |
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
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
February 2014
Leonard Klie |
10 Social Customer Service Tips New channel interactions don't have to be complicated. |
CRM
August 24, 2012 |
Genesys Research Finds Big Businesses Shy Over Social CRM Very few companies list their social media sites on their Contact Us pages. |
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. |
Fast Company
Neal Ungerleider |
Twitter Removes 140 Character Limit For Direct Messages Twitter is formally lifting its 140 character limit for direct messages, after informing developers of the update in June. |
CRM
June 19, 2015
Oren Smilansky |
Salesforce Unleashes Sales Wave Analytics App, Updates Marketing Cloud At its Connections conference this week, Salesforce announces tools to help the entire organization. |
CRM
February 2012
Judith Aquino |
Take Your Facebook Page to the Next Level with F-Commerce It's time to transform those likes into sales. |
CRM
June 3, 2011
Jason Peck |
Engage Customers With Social Media Taking your company to the next level. Having a process for engaging customers with social media is crucial to success. |
Bank Technology News
May 2009
Rebecca Sausner |
Social Studies Social media sites are not at the stage yet where money can be made from them. The important thing is to build presence, as channels evolve there may be opportunities for customer acquisition. |
CRM
August 31, 2012
Patrick Dorsey |
Move from Social Media to Social CRM Five ways to bring your business up to speed. |
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
May 8, 2012 |
Avatar Launches Suite of Social Media Marketing Tools The company's enterprise-class marketing technology is designed to enable small businesses to capitalize on social media marketing opportunities. |
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. |
CRM
December 11, 2010
Tim Houlne |
The Time to Act The next step beyond social media monitoring. |
CRM
June 10, 2011
Leonard Klie |
New Research Highlights the Need for Integrated Marketing Email is still the most effective way of reaching customers, but campaigns should also include the Web, SMS, social media, and other channels. |
CRM
August 10, 2012
Jesse Noyes |
Seven Steps for a Social Contact Strategy When it comes to sales, establishing trust is key. |
CRM
December 2012
Leonard Klie |
Piecing Together Multichannel Support Cross-channel support starts with connecting the right channels. |
CRM
June 2012
Leonard Klie |
Twitter: Hearing 140 Million Voices A growing number of brands are establishing social media command centers -- war rooms from which employees track and respond to customer comments, questions, and complaints on Twitter and other sites. |
Fast Company
Neal Ungerleider |
Report: 63% Of Users Consider Twitter And Facebook A Source Of News Self-proclaimed social media gurus, listen up: A new study says that more Twitter and Facebook users are turning to the platforms primarily for news. |
CRM
July 11, 2012
Judith Aquino |
Votigo Rolls out Saas-Based Social Marketing and CRM Suite Platform includes promotions and conversation managers, analytics, and more |
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
July 2014
Barton Goldenberg |
Forging the Next CRM Frontier Integrated technologies hold great promise for the future of CRM. |
CRM
August 12, 2015
Tiago Paiva |
Tweet Your Way to Better Customer Support The micro blogging platform is a quick, cost-effective way to reach many, spot trends, and show transparency. |
CRM
June 1, 2009
Jessica Tsai |
On the Scene: Users Converge Microsoft Convergence '09: Microsoft and its user groups extend face-to-face with @-to-@. |
CRM
October 11, 2010
John Squire |
Best Practices Are Born Every Day Social media success is often hard to spot, but you need to know where your industry is headed. |
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
August 2010
Joshua Weinberger |
Influential Leaders: The Opt-Out Dropout Mark Zuckerberg, cofounder and CEO, Facebook, created a social imprint - essentially overnight - that will last for decades to come. |
InternetNews
October 20, 2009 |
Facebook Groups Gets Facelift Tweak aims for improved accessibility, but is Facebook planning something more? |
CRM
November 2009
Clara Shih |
Facebook Is the Future of CRM Only social media can put the customer back into CRM. |
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. |
Search Engine Watch
November 9, 2009
Ron Jones |
Facebook Fan Pages 101 Marketers, organizations, and businesses can reach out to customers using Facebook's group pages and fan pages. |
CRM
December 9, 2011
Judith Aquino |
Twitter Jumps into the Fray with Brand Pages Marketers get a banner plus video and photo-embedded tweets. |
CRM
October 2011
Ian Jacobs |
All I Know Is That I Don't Know Nothing Blending knowledge management with customer service is critical. |
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 |
Search Engine Watch
March 24, 2011
Nathan Linnell |
Social Media and Search Synergy in the Purchase Decision Process Are your search and social media efforts integrated? Results of a recent study offer insights that could alter your current search and social media strategies. |
CRM
October 2014
Leonard Klie |
Twitter Updates Its Analytics Offering Tweet Activity Dashboard helps companies see how posts perform. |
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. |
IEEE Spectrum
October 2007
Paul McFedries |
All A-Twitter The major buzz in microblogging centers around Twitter, a site that combines social networking and microblogging. |
CRM
June 25, 2015
Oren Smilansky |
Union Metrics Unifies Social Suite, Adds Facebook Analytics Capabilities Increased connectivity between platforms aims to give marketers insights into the key drivers of brand-related online conversations. |
CRM
September 2015
Paul Korzeniowski |
Enterprises Move from Passive to Active Social Media Strategies Rather than just respond to irate tweets, corporations use social media interactions to drive change in business processes. |
PC Magazine
March 5, 2009
Lance Ulanoff |
Facebook Challenges Twitter to Celebrity Deathmatch! Twitter's success, ease of use, and The_Real_Shaq drove Facebook to push celebrities, athletes, and brands to full profiles. |
CRM
August 2014
Leonard Klie |
Brands Deliver Inconsistent Engagements The phone still outperforms other channels for customer service. |
