Opinion

Opinion

Social media customer experience

• IT change management needs to spell out ROI for users

  CRM projects will fail from the outset if your change management strategy doesn't center on what's in it for users.  Continue Reading

• Get to know the audience when forming social CRM strategy

  Consultant and former DJ Dayna Steele explains key steps to take to ensure social CRM success.  Continue Reading

• Social media set the stage for improving customer experience

  The rise of social media thrust the topic of improving customer experience management back into the limelight, consultant Denis Pombriant said.  Continue Reading