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The top Web 2.0 technology news headlines
Everyone's talking about Web 2.0 technology these days, but what does all the buzz mean for CRM? We've gathered these Web 2.0 technology news headlines to help you get up to date on the latest Web 2.0 technology news and trends. Also find out what th... Special Report
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The top 10 CRM news headlines of 2008
As we look back at the top CRM news in 2008, issues like CRM 2.0, on-demand and mobile CRM made big headlines. Companies also began looking for ways to cut costs on technology and become more customer-centric as the U.S. economy went into a recession... Special Report
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The top 10 CRM terms and buzzwords of 2008
2008 was a big year for Web 2.0 tools, social CRM applications and analytics technology, as companies increasingly focused on the "voice of the customer" and on becoming more customer-centric. Browse our collection of the hottest CRM definitions and ... Top Buzzwords
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Strategic Internet marketing tutorial
In order to develop a strategic Internet marketing plan, marketers need to understand where their customers and potential customers are going for information. In today's marketplace, many customers are using the Internet to make purchases, read custo... Special Report
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Top 10 CRM definitions and buzzwords of 2007
2007 was a big year for wireless technology, Web-based applications and the customer experience, as organizations focused on cutting costs, adopting new technology and expanding their customer base. Browse our collection of the hottest CRM definition... Top Buzzwords
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Web 2.0: Top ten buzzwords
Read the top definitions related to Web 2.0, the advanced Web that is creating a more interactive and participatory internet. Web 2.0 affects how customers relate to their businesses, and continually evolving technologies ensure that Web 2.0's implic... Top Buzzwords
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Web 2.0 and CRM quiz answers
Test yourself on Web 2.0 and social networking and how this technology is impacting CRM, with the answers to SearchCRM.com's quiz. Quiz
- See More: Essential Knowledge on Social CRM and Web 2.0
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Measurement, monitoring essential to customer experience management
Learn how Coca-Cola and ING Direct expanded their customer experience management in social media approaches by measuring goals and monitoring customer feedback. News | 10 Jan 2012
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Analysts predict social, mobile CRM as main trends for 2012
Find out why CRM analysts say social media data integration and mobile CRM are two key areas to watch in 2012. News | 28 Dec 2011
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Social, acquisitions, CEM topped CRM news in 2011
In 2011, CRM professionals were faced with acquisitive vendors, a social tidal wave, a push for mobile computing and the never-ending demands for better, faster customer management systems. News | 22 Dec 2011
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Group pushes for social media measurement standards
Consultant and author Katie Paine has formed a social media standards group to create definitions and best practices for defining customer relationships, influence and engagement. News | 21 Dec 2011
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Salesforce, SAP, Oracle get ready for HR software battle
With the planned acquisition of Rypple, cloud giant Salesforce.com intends to target SAP and Oracle in the human resources software market. News | 16 Dec 2011
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More disruption predicted for CRM software market
Columnist Denis Pombriant examines this year’s CRM highlights and says tools focused on engagement, collaboration and gamification will disrupt and redefine the market going forward. Column | 14 Dec 2011
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Salesforce.com cloud CRM apps demanding IT skills for customization
Salesforce.com users are adopting traditional IT practices of software development and project management to tailor this cloud CRM software to meet their business requirements. News | 12 Dec 2011
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Digital marketing strategies demand deeper understanding of customer behaviors
Companies can cash in on customers’ increasing use of social and mobile channels, as long as they target their messages and don’t overstay their welcome. News | 08 Dec 2011
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Social channels changing contact center certification
Contact centers will see overhauled programs for certifications next year that address the full range of channels, with emphasis on social media technology. News | 05 Dec 2011
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Salesforce unveils Radian6 Social Marketing Cloud
Salesforce.com is continuing to deliver its social enterprise message with the unveiling of the Radian6 Social Marketing Cloud, a social marketing service that lets enterprises interact with customers. News | 30 Nov 2011
- See More: News on Social CRM and Web 2.0
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Taking business to the Web with Oracle
Inter-Tel wanted to improve customer satisfaction and the sales growth of the company. Tip
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Contact center social will (slowly) become norm
In this expert response, find some ways contact centers are using social media channels to manage customer contact volume. Ask the Expert
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More data makes CRM data management harder, but still doable
According to Salesforce.com, about 70% of CRM data “goes bad,” or becomes obsolete, annually. Find out the truth behind this statistic, and strategies companies can use to keep data up to date. Ask the Expert
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Four steps to create a consistent social media voice
Companies can create a single social voice to engage customers by establishing cross-functional engagement roles and training employees with “actionable playbooks.” Ask the Expert
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Customers consider free tools for social listening
Expert Denis Pombriant encourages companies to experiment with free software to get started with social listening. Answer
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Set strategy to target social media influencers
Forrester's Zach Hofer-Shall outlines how to set a startegy to help identify social media influencers. Ask the Expert
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Three ways to track customer complaints and feedback
Expert Don Peppers names three ways companies can track customer complaints and obtain customer feedback in this tip. Ask the Expert
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Oracle's social CRM strategy and the future of CRM
Find out how Oracle's social CRM applications and recent innovations are shaping the future of CRM. Ask the Expert
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Oracle CRM On Demand: Improvements and Web 2.0 functionality
Learn about the new usability, productivity and social networking features in Oracle CRM On Demand. Ask the Expert
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Updating your call center employee training program
Experts Don Peppers and Martha Rogers give tips on creating a call center employee training program that will captivate a mix of audiences. Ask the Expert
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Changes in CRM and CRM 2.0
I've noticed that there is a lot of talk about changes in CRM or CRM 2.0. What is that? Ask the Expert
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social media monitoring
Social media monitoring, also known as social listening, is the process of identifying communications on social channels to assess what is being said about a company, individual, competition, product or brand. Definition
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social CRM
Social CRM is customer relationship management fostered by communication with customers through social networking sites, such as Twitter and Facebook. Definition
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Social media for B2Bs finds engaged, focused customers
Listen as social media expert Paul Gillin offers tips for using social media in B2B settings. Podcast
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Tarp consultant John Goodman on voice of the customer challenges
Tarp consultant and vice chairman John Goodman asserts that basic customer service is key to any voice of the customer program. Video
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Salesforce.com customers give Chatter closer look
At Salesforce.com's Dreamforce user conference, several customers on the show floor expressed interest in the Chatter collaboration tool. Video
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Ray Wang on social CRM metrics
Constellation Research's Ray Wang discusses the problems with social CRM ROI, defining influence and tying programs to measurement in the CRM metrics video series. Video
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Paul Greenberg on the limits of NPS and its replacement
In the first installment of our CRM Metrics video series, Paul Greenberg shares what he sees as the problems with Net Promoter Score and a new alternative. Video
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Hard Rock shares its customer service, social tips
Hard Rock, staffs its customer service department with just three people, who still manage to respond to up to 30,000 customer inquiries a month. Video
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Paul Greenberg on Oracle CRM and Fusion
Paul Greenberg, president of the 56 Group LLC, discusses Oracle's latest CRM release, its progress since last year and its plans for mobile and social CRM. Video
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Gartner's Adam Sarner on B2B communities
What if your company wants to start a customer community but makes drill bits? SearchCRM.com caught up with Adam Sarner at the Gartner CRM summit to discuss B2B customer communities. Video
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Using Web 2.0 technology to build customer loyalty
Web 2.0 technologies are changing the way companies build customer loyalty and customer satisfaction. In this podcast, Don Peppers talks about Web 2.0 technology must-haves, how to use social networks to improve customer satisfaction and how customer... Podcast
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Contact center social will (slowly) become norm
In this expert response, find some ways contact centers are using social media channels to manage customer contact volume. Ask the Expert
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Social media for B2Bs finds engaged, focused customers
Listen as social media expert Paul Gillin offers tips for using social media in B2B settings. Podcast
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'Extreme' collaboration: TV spurs success in social media strategy
An "extreme makeover" on television leads to a social media strategy triumph. Experts agree there are three things common to such success: forethought, careful plan execution and ongoing measurement. Feature
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Treat customers well, but stay profitable
This excerpt from The Customer Experience Edge examines the four essentials of customer experience management, why customer engagement is important and how to put them into action. Book Excerpt
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More data makes CRM data management harder, but still doable
According to Salesforce.com, about 70% of CRM data “goes bad,” or becomes obsolete, annually. Find out the truth behind this statistic, and strategies companies can use to keep data up to date. Ask the Expert
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Measurement, monitoring essential to customer experience management
Learn how Coca-Cola and ING Direct expanded their customer experience management in social media approaches by measuring goals and monitoring customer feedback. News
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Analysts predict social, mobile CRM as main trends for 2012
Find out why CRM analysts say social media data integration and mobile CRM are two key areas to watch in 2012. News
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Social, acquisitions, CEM topped CRM news in 2011
In 2011, CRM professionals were faced with acquisitive vendors, a social tidal wave, a push for mobile computing and the never-ending demands for better, faster customer management systems. News
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Group pushes for social media measurement standards
Consultant and author Katie Paine has formed a social media standards group to create definitions and best practices for defining customer relationships, influence and engagement. News
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Salesforce, SAP, Oracle get ready for HR software battle
With the planned acquisition of Rypple, cloud giant Salesforce.com intends to target SAP and Oracle in the human resources software market. News
- See More: All on Social CRM and Web 2.0
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.