Social CRM and Web 2.0 News
April 06, 2016
Although consumers have been reticent about digital payments, new services -- such as Venmo and blockchain -- are making the benefits of mobile payments difficult to deny.
March 24, 2016
Desk 360 upgrades to Salesforce Desk.com, the SMB customer service application, enable comprehensive customer service, and bridge data silos between sales and service teams.
March 15, 2016
Field Service Lightning brings new field service management capabilities to Salesforce. But what about partners that offer field service?
August 13, 2015
In an effort to make sales even easier, Salesforce has incorporated a Buy button into its Community Cloud.
Social CRM and Web 2.0 Get Started
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A brand ambassador is a champion of a company's products and services, though this person often isn't a company employee. Continue Reading
Intelligent use of social media enables companies to engage customers and build credibility online, which underscores the importance of a social media engagement strategy. Continue Reading
Customer journey maps enable companies to prevent customer experience problems from escalating. Continue Reading
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While basic contact center manager skills haven't changed, they have broadened and will continue to evolve as contact center management technology evolves. Continue Reading
The Microsoft Dynamics CRM 2016 spring wave is about to hit, offering social engagement features, integration with recently acquired technologies and more. Continue Reading
Social media monitoring tools premiered with a bang, as companies sought new ways to listen to customers on Facebook, Twitter and other sites. But the tools stalled. What happened? Continue Reading
Manage Social CRM and Web 2.0
Learn to apply best practices and optimize your operations.
Context-aware technology is hyped to the max, enabling companies to gather precious data about customers. But it has to be mature to be useful and less obtrusive for consumers. Continue Reading
Context-aware devices and apps give businesses a way to deliver highly personalized content -- but there are serious challenges to consider, an expert cautions. Continue Reading
Companies are turning to sentiment analysis to learn what customers think. But customer sentiment is complex and can fall prey to misinterpretation. Continue Reading
Problem Solve Social CRM and Web 2.0 Issues
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Companies today know they can't get by with just a call center. And they know adding a website alone won't help much. They know where it's at: to improve customer experience, they'll also need a social media presence, a mobile app -- and they'll ... Continue Reading
Generic messages to customers and prospects are losing their effectiveness. Today, tailoring interactions to individuals is crucial to make the sale. Continue Reading
Companies miss the boat in building an omnichannel customer experience if they focus first on technology. They need to start with business objectives. Continue Reading