Social CRM and Web 2.0

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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, chat, text -- that make the most sense to them. At least one study says that customers of companies wit... 

  • Improving the customer experience through technology

    Social media channels don't necessarily provide everything a business needs to know about customers. This e-book explains the potential failings of social media and how users can overcome those shortfalls. 

  • 3-2-1 contact: The call center in a multichannel world

    Long past are the days when the contact center was simply a call center with agents on phones. Today, customers want to interact with agents 24 hours a day via email, chat on social media and text in addition to the old standby, the telephone. E-Handbook

  • Tips for effective social CRM strategy

    In this issue of Customer Experience Exchange, learn how Major League Baseball uses social media to connect with fans. Plus, get tips and advice for incorporating Pinterest and social media analytics into your overall social CRM strategy. 

  • A realist's guide to building revenue and customer loyalty with social CRM tools

    This e-book -- for marketers, sales and customer service professionals -- takes a hard look at social CRM tools. It examines where the real opportunities lie, both in the short term and long term, how social CRM can truly impact revenue and customer ... 

  • Leveraging Web 2.0 and social media in CRM programs

    You’ve heard the buzz about Web 2.0 and social CRM, but where to start? In this e-book, find out more about Web 2.0 and social media in the context of CRM. Learn more about using Web 2.0 to build customer loyalty and get expert insight into the role ... 

  • Building a business case for social CRM and customer communities

    Learn how to build a business case for social media outlets affecting customer relations and customer communities including Facebook and Twitter, as well as what social media means for CRM, best practices for managing online customer communities, and... 

  • digital CRM

    Digital customer relationship management is the use of Internet communications channels and technologies to enhance customer relationship management (CRM) and customer experience management (CEM ) initiatives. 

  • social media listening

    Social media listening, also known as social media monitoring, is the process of identifying and assessing what is being said about a company, individual, product or brand. 

  • bees algorithm

    The bees algorithm is a method of problem solving that mimics the behavior of honeybees to find the optimum solution. Based on the behaviors bees employ to search and prioritize, the algorithm is a classical example of swarm intelligence, in which ma... 

  • explicit data

    Explicit data is data that is provided intentionally and taken at face value rather than analyzed or interpreted for further meaning. Examples of explicit data include information provided in surveys and membership applications. 

  • Slashdot

    Slashdot is a socially curated website dedicated to technology-related news items. The site motto is "News for Nerds. Stuff that Matters." 

  • social media

    Social media is the collective of online communications channels dedicated to community-based input, interaction and collaboration. Social media websites include microblogging sites such as Twitter and Yammer, and social networking sites such as Face... 

  • likebaiting

    Likebaiting is the practice of trying to compel Facebook users to click the Like button associated with a piece of content. The practice is similar to linkbaiting, in which content producers craft content with the intent of getting people to link to ... 

  • social CRM

    Social CRM is customer relationship management fostered by communication with customers through social networking sites, such as Twitter and Facebook. 

About Social CRM and Web 2.0

Learn about social CRM and Web 2.0 in this topic section. Read the latest Web 2.0 news and find out which CRM vendors are adding Web 2.0 technology to their CRM software suites. Get the top headlines on developments in social CRM and social media management and learn how CRM is influenced by social media applications like Twitter and Facebook. Get expert advice on using Web 2.0 in the call center and using social media to manage your CRM strategy. Use our guides to help you navigate this new technology and get the most out of CRM, Web 2.0 and social networking.