Social CRM and Web 2.0 News
June 16, 2016
There are a number of tools that help companies collect and analyze customer data behind the scenes, but the most valuable interactions may happen out in the open on social media.
June 13, 2016
Microsoft plans to acquire professional network LinkedIn for $26.2 billion to provide a more comprehensive system of information for Office 365 and Dynamics CRM.
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.
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Companies are seeking to combine physical and digital (phygital) communication channels and provide customers with a seamless experience. Continue Reading
Customer engagement is the means by which a company forges a relationship with its customer base through advocacy and action on the part of customers. Continue Reading
A brand ambassador is a champion of a company's products and services, though this person often isn't a company employee. 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
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Mobile and social CRM have reshaped the customer experience, creating two-way conversations and multichannel endeavors. Continue Reading
An expert shares four technologies that are key to successful virtual contact centers: integrated contact routing, workforce management, computer-based training and gamification tools. Continue Reading
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
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