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CRM
February 2014
Leonard Klie |
10 Social Customer Service Tips New channel interactions don't have to be complicated.   |
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
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. |
CRM
August 2015 |
Twitter and Facebook Enable More Social Customer Service As social media platforms knock down barriers, expectations for good customer service will rise |
CRM
October 19, 2012
Joshua March |
The Changing Nature of Customer Relationships How social media is forcing large companies to rethink CRM. |
Fast Company
Kevan Lee |
The Social Media Frequency Guide: How Often To Post To Facebook, Twitter, LinkedIn, And More Social media marketers want to connect with followers without driving them away. We aim for the perfect balance of sharing and listening. I end up guessing a lot, trying and testing new variations. |
CRM
January 23, 2012 |
Conversocial Releases Priority Response Engine The company adds priority handling, tagging, and customer history to address demand for customer service via Facebook and Twitter. |
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 |
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
November 2014
Maria Minsker |
How to Create the Right Content for the Right Social Channel Marketers should understand and leverage the unique qualities of each network to drive conversations and conversion. |
CRM
July 18, 2012 |
Conversocial Analytics Platform to Focus on Customer Service Metrics New social media tool brings true customer service key performance indicators to Facebook and Twitter. |
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
August 5, 2015
Dave Roman |
How HP Integrated Social Media into its International CRM System Discover a 360-degree solution for social care. |
CRM
June 2011
Koa Beck |
Socially Graceful CRM? Why the old rules of etiquette no longer apply |
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
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
December 2012
Leonard Klie |
Piecing Together Multichannel Support Cross-channel support starts with connecting the right channels. |
Fast Company
Kevan Lee |
The Definitive Guide To Social Media Tools For Startups Small businesses are eager to find valuable tools that take a lot of the time and trouble out of social media marketing and that do so without costing an arm and a leg. |
Search Engine Watch
June 15, 2010
Kevin Gibbons |
10 Things You Need to Know to Get Started on Twitter Doing social media badly is far worse than failing to do it. Tips on how to get started on Twitter and use it effectively to spread the word about your brand or small business. |
CRM
July 26, 2010
Jo Ann Parris |
Going Viral: Social Media and Customer Service How to embrace social engagements in the contact center. |
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
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
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
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
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. |
CRM
August 31, 2012
Patrick Dorsey |
Move from Social Media to Social CRM Five ways to bring your business up to speed. |
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 |
PC Magazine
September 14, 2010
Lance Ulanoff |
Seven Deadly Twitter Sins Is there a right and wrong way to use Twitter? No, but these simple rules can help you avoid embarrassing pitfalls. |
InsideFlyer
May 2011 |
Frequent Flyers Flock to Social Media Here's a look at how online communities are changing the face of travel loyalty programs. |
InternetNews
March 23, 2009
Alex Goldman |
Salesforce Taps Into Twitter Customer contact centers have moved far beyond the phone, says Salesforce, embracing Facebook, Twitter, and other Web applications. |
CRM
October 24, 2011 |
iContact Launches Social Media Product As Part of Digital Marketing Platform Businesses can now perform social media marketing, scheduling, and analytics along with email marketing from the same application. |
CRM
February 18, 2015
Maria Minsker |
Conversocial Launches Crowds to Facilitate Peer-to-Peer Customer Support New platform enables customers to help each other with common support needs. |
CRM
December 2013
Leonard Klie |
Overcome Multichannel Customer Service Challenges Effective strategies start with talking to customers. |
InternetNews
March 4, 2011
Paul Shread |
Salesforce Friends Facebook for Call Centers The SaaS giant adds support for Facebook to its Service Cloud 3 call center. |
Search Engine Watch
May 3, 2011
Kevin Gibbons |
5 Tips on Building Brand Loyalty via Twitter Twitter has immense value, even if it's hard to measure. It's superb for building brand loyalty, as long as you approach it in the right spirit. |
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 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. |
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
April 10, 2015
Mike Hennessy |
The Downside of Automated Responses Responsibility and strategy are key to using this growing technology. |
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
August 10, 2012
Jesse Noyes |
Seven Steps for a Social Contact Strategy When it comes to sales, establishing trust is key. |
CRM
October 26, 2012 |
Consumers Demand Service Through Social Media NM Incite's study found that nearly one in three social media users (30 percent) prefer to reach out to a brand for customer service through a social channel compared to the phone, marking a dramatic shift in how people expect customer service from the brands with which they engage. |
CRM
April 2011
Brittany Farb |
Companies Need to Make Better Friends Study identifies the main triggers for consumer disengagement in online marketing campaigns. |
CRM
July 2014
Barton Goldenberg |
Forging the Next CRM Frontier Integrated technologies hold great promise for the future of CRM. |
Fast Company
Rebecca Greenfield |
The Latest Twitter Hack: Talking To Yourself As the service grew and progressed, Twitter's founders realized that conversationality was the site's biggest asset. |
Entrepreneur
December 2009
Jason Ankeny |
How Twitter is Revolutionizing Business The buzzed-about social media platform presents a direct channel to customers, a launching pad for new projects and a sounding board for innovation. |
CRM
June 1, 2009
Lauren McKay |
Strategy and Social Media: Everything's Social (Now) You may not know what you're doing - but your customers do. If the time to act is now - does that mean it's too late to plan? |
CRM
August 19, 2010
Juan Martinez |
Bazaarvoice Bridges the Gap Between Brand Sites and Social Networks SocialConnect Suite offers many features geared toward bridging the social Web with brand Web sites. |
Search Engine Watch
July 14, 2010
Kevin Gibbons |
10 Top Tips to Secure Social Media Success Ready to start marketing your brand through social media? Then you really need to hurry up and get started. |
CRM
June 1, 2009
Ian Jacobs |
The New Interaction of Social Media Beyond marketing, the popular tools and techniques can also serve as a channel for support. |
