Email Alerts
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Bridging the customer experience chasm Issue 1
e-Zine
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Customer Experience Exchange Ezine Archive
Ezine Archive
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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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Customer Experience Exchange
Guide
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Volume 1 Nov/Dec 2011: Making CEM a priority
Guide
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Strategize before diving into social CRM
Will launching a social CRM initiative be more trouble than it's worth? Maybe, if the project isn't undertaken strategically. Feature
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Social CRM: Special Report
Our special report on all things social CRM has everything you need to learn about social media, CRM and how to manage it all. Report
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The mashup and the user
Learn about the mashup and the user and the future of enterprise mashups. Discover the benefits to using mashups in your organization and find out about the fragility score. Chapter Download
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Using mashups and SOA, EAI
Learn about mashups and SOA, mashups and enterprise application integration and how mashups can be used in the corporate portal. Also, discover the impact mashups can have on the long tail. Chapter Download
- See More: Essential Knowledge on Social CRM and Web 2.0
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CRM trends for 2012: Let us know what you think
Participate in SearchCRM's 2012 reader survey and help the editors write articles and create online resources that are targeted to your CRM needs. Reader Survey | 21 May 2012
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Chatter growing louder, more call centers see value of social media
Attendees at the ACCE call center expo say they’re ready to engage customers through social media. News | 17 May 2012
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IBM’s plans are in Tealeaf with purchase of CEM analytics firm
IBM is strengthening its CRM footing with the acquisition of Tealeaf Technology. News | 02 May 2012
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E-commerce, social media driving CRM, experts say
E-commerce will keep growing, forcing companies to improve their CRM systems and break down silos between the two, analysts predict. News | 23 Apr 2012
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Enterasys touts success of social CRM; lumber executive buys in
An Enterasys executive applauded use of internal social media at Gartner’s annual CRM conference, saying it has improved his company’s sales and culture. It may have a place for everyone. News | 03 Apr 2012
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Gartner: Companies must master Master Data Management best practices
Companies should put aside internal differences to get handle on MDM, a Gartner researcher says at the group’s CRM conference. News | 02 Apr 2012
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Internal social CRM strategies, personality seen as building brand awareness
Social CRM is still about business strategy and customer satisfaction, but the social part brings a whole new element to traditional CRM. News | 29 Mar 2012
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Cross-channel communication CEM support: A work in progress
Industry experts say companies need to step up plans for cross-channel customer service or risk damaging customer experience management strategies. News | 29 Mar 2012
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Web content management’s new role: Targeted customer experience
Integrating CRM with revamped Web content management strategy is pushing WCM into a more prominent role as companies aim for highly personalized and targeted customer experiences. News | 07 Mar 2012
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As social media expands, companies need to center social CRM plans
With social CRM gaining popularity, companies need to identify their audiences are and what social media sites and technology they use, analysts say. News | 09 Feb 2012
- 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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Social influence tool Klout draws flak, but it has clout online
What are the best tools for determining online influence? Expert Zach Hofer-Shall weighs in on how to track your online clout and why it matters. Ask the Expert
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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
- See More: Expert Advice on Social CRM and Web 2.0
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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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CRM trends for 2012: Let us know what you think
Participate in SearchCRM's 2012 reader survey and help the editors write articles and create online resources that are targeted to your CRM needs. Reader Survey
-
Chatter growing louder, more call centers see value of social media
Attendees at the ACCE call center expo say they’re ready to engage customers through social media. News
-
IBM’s plans are in Tealeaf with purchase of CEM analytics firm
IBM is strengthening its CRM footing with the acquisition of Tealeaf Technology. News
-
E-commerce, social media driving CRM, experts say
E-commerce will keep growing, forcing companies to improve their CRM systems and break down silos between the two, analysts predict. News
-
Enterasys touts success of social CRM; lumber executive buys in
An Enterasys executive applauded use of internal social media at Gartner’s annual CRM conference, saying it has improved his company’s sales and culture. It may have a place for everyone. News
-
Gartner: Companies must master Master Data Management best practices
Companies should put aside internal differences to get handle on MDM, a Gartner researcher says at the group’s CRM conference. News
-
Internal social CRM strategies, personality seen as building brand awareness
Social CRM is still about business strategy and customer satisfaction, but the social part brings a whole new element to traditional CRM. News
-
Cross-channel communication CEM support: A work in progress
Industry experts say companies need to step up plans for cross-channel customer service or risk damaging customer experience management strategies. News
-
Web content management’s new role: Targeted customer experience
Integrating CRM with revamped Web content management strategy is pushing WCM into a more prominent role as companies aim for highly personalized and targeted customer experiences. News
-
Bridging the customer experience chasm Issue 1
e-Zine
- 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.