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Companies don’t always do right by their customers on social media. This e-book chapter will explore how companies misuse social media -- mistaking it for a marketing vehicle -- how they should provide the proper tools to employees and how social processes should be integrated with their systems and functions. Access >>>
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Mobile applications have become critical connecting points between on-the-go customers and businesses. If a company has a mobile app that isn’t ...
Social media users and IT consultants hold the keys to launching an effective social CRM strategy. Readers will find expert insight on how to best ...
The age of the isolated call center is over. Organizations need to give customers a number of ways to reach them -- websites, mobile apps, Short ...
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The more the merrier: Customer service goes multichannel
Multichannel marketing means allowing customers to have conversations on their terms, at their convenience and using the channels -- phone, email, ...
Customer experience consistency key to successful CRM
Marketing through effective social CRM strategy