Social media customer experience
- April 03, 2012
An Enterasys executive applauded use of internal social media at Gartner’s annual CRM conference, saying it has improved his company’s sales and culture. It may have a place for everyone.
- February 09, 2012
With social CRM gaining popularity, companies need to identify their audiences are and what social media sites and technology they use, analysts say.
- February 02, 2012
Listen as social media expert Paul Gillin offers tips for using social media in B2B settings.
- December 28, 2011
Find out why CRM analysts say social media data integration and mobile CRM are two key areas to watch in 2012.
- November 22, 2011
Nutritional products retailer GNC finds customers on social channels and uses targeting marketing tactics to win new business.
- November 15, 2011
With the upcoming release of Chatter auditing capabilities, Salesforce.com hopes to make the social collaboration tool more appealing to financial services firms and boost its overall market lead.
- September 22, 2011
Without clear best practices for social initiatives, contact centers need to chart their own courses with some basic guidance from industry analysts.
- August 01, 2011
Gartner recommends companies focus on business priorities and true engagement to make social CRM projects a success.
- July 28, 2011
Oracle plans to extend CRM offerings with knowledge management system from InQuira, which it intends to acquire.
- June 23, 2011
The American Red Cross took a bad tweet and turned it into a positive experience by responding quickly and staying transparent.
- June 16, 2011
Companies fear the worst and worry they will lose control of their brands when they go on social channels. Turns out they probably will -- but it could be the best thing that ever happens to them.
- June 09, 2011
Companies are discovering the challenges of social media analytics, and many are not sure where to begin. But industry analysts say launching a listening strategy is a good way to start.
- May 26, 2011
An online news source in the independent film industry gives a lead role to email in its marketing strategy and found it delivers a clear advantage over social channels with the measurable results it provides.
- February 17, 2011
The maker of Call of Duty and Guitar Hero is providing customer service through Facebook and Twitter but struggling to measure results and still leaning on self service, IVR and the phone channels.
- January 13, 2011
Customer service via social channels is seeing rapid adoption, but it still requires the underlying processes of traditional channels. John Ragsdale offers some data on social service adoption as well as some advice in his column.