Online customer service

News - Customer communities are touted as a way to transform businesses to a customer-centric enterprise, but a speaker at the Gartner CRM Summit and personal experiences say it's not that easy.

Article - Oracle, Salesforce.com and RightNow all took significant steps toward beefing up their customer service capabilities with customer communities and self-service features.

Article - RightNow became the latest CRM vendor to offer a social CRM component, this time buying HiveLive to help organizations build their own customer communities integrated with CRM.

News - In this podcast, Natalie Petouhoff, an analyst with Forrester, outlines her recent report on the pitfalls and best practices for delivering customer service through social media.

Article - Allegiance is adding Inquisite's online surveying tool to build out its enterprise feedback management offering.

Article - A new beverage dispenser designed to revolutionize Coke's distribution system demanded a new way for the soda giant to service customers.

Article - Comcast's director of digital care shares how his company is using social networks like Twitter for customer service.

Article - The emergence of Web 2.0 and social networks has left many wondering who should take responsibility for the new channel.

Article - Salesforce.com is releasing it Service Cloud, a group of applications and integrations to help customer service operations monitor and leverage online communities.

Article - Salesforce.com's largest acquisition to date will bolster its service suite, adding knowledge management to its Customer Portal and Service and Support applications.