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.
Social CRM and Web 2.0 Get Started
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Microsoft Dynamics 365 is a new service that integrates Microsoft’s CRM system with ERP data as well as with Office 365 to give sales people greater data intelligence about customer records in terms of customer transactions, customer behavior and ... Continue Reading
Customer experience management (CEM or CXM) is the collection of processes a company uses to track, oversee and organize every interaction between a customer and the organization. Continue Reading
Companies are seeking to combine physical and digital (phygital) communication channels and provide customers with a seamless experience. Continue Reading
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SAP's Beyond CRM initiative and Salesforce's Commerce Cloud are going after customer data silos and trying to create a truly omnichannel picture. Continue Reading
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
Manage Social CRM and Web 2.0
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Predicting consumer behavior can be a tricky, risky and expensive proposition. Yet given the massive amounts of incoming data from many and varied channels of communication, companies well know they don't have much choice if they're to remain ... Continue Reading
Creating a unified multichannel customer experience is a top priority, according to a recent survey. But real-time decision making from multiple sources can still be a challenge. Continue Reading
Video chat can help create a personalized customer experience in a real and visual way. So why isn't it gathering more traction? 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