Social media customer experience
- August 26, 2010
Rosetta Stone has launched a program to use Facebook as a customer service channel. It’s all part of a company-wide initiative to be more social.
- May 03, 2010
While some of the benefits of embarking on a social media initiative tied to CRM may be "understood," the business case still needs to be laid out carefully.
- April 15, 2010
There are myriad free or low-cost software options out there for social CRM initiatives; but beware -- you may get what you pay for.
- March 22, 2010
Even for one of the biggest social networks, integrating communities with customer service and CRM poses challenges.
- March 04, 2010
Are all the elements of social media and CRM so new? No, says columnist Allen Bonde. He suggests three questions to ask when looking at the past.
- March 01, 2010
Companies are learning how effective social media can be for sales and customer service. Columnist Denis Pombriant muses on what this means for the future of social CRM.
- February 09, 2010
Some companies are diving headfirst into social CRM initiatives, but as with traditional CRM, they need to be sure to address the data.
- December 30, 2009
Nominate your favorite product today for SearchCRM.com's 2009 Products of the Year Award. Learn all the details here.
- December 14, 2009
Taking a "persona" view toward social media channels can help marketers build campaigns and craft the right tone for their message.
- November 10, 2009
In his first article evaluating the marketing side of social CRM, Allen Bonde offers up some definitions and a framework for discussion.
- September 10, 2009
Think Social CRM is purely a sales, service and marketing phenomenon? Think again. Columnist Paul Greenberg explains how it can impact the supply chain.
- August 10, 2009
In his first column for SearchCRM.com on trends in social CRM, Paul Greenberg examines the emergence of vertical communities, including Lane Bryant and the National Comprehensive Cancer Network.
- June 16, 2009
Like many organizations, Xerox is working to establish a social media monitoring program. A new wave of software and services is emerging to fill that need.
- June 10, 2009
Web 2.0 technologies are changing the way companies build customer loyalty and customer satisfaction. In this podcast, Don Peppers talks about Web 2.0 technology must-haves, how to use social networks to improve customer satisfaction and how ...
- March 31, 2009
Comcast's director of digital care shares how his company is using social networks like Twitter for customer service.