New & Notable
Social CRM and Web 2.0 News
July 07, 2014
Marketing software company Integrate announced it will join Marketo's LaunchPoint Ecosystem; other CRM news.
May 12, 2014
BlabPredicts forecasts Web conversation up to 72 hours in advance; Genesys teams up with Zendesk for multichannel customer service and other CRM news.
April 24, 2014
Salesforce has released Salesforce 1 Service Cloud SOS in beta, a mobile customer service application with live chat.
April 03, 2014
At the AIIM 2014 conference, Guy Kawasaki outlined three pillars of behavior common to companies that have mastered the art of customer enchantment.
Social CRM and Web 2.0 Get Started
Bring yourself up to speed with our introductory content
In devising and implementing a social CRM strategy, companies need to look within and make sure their company culture is set up for success before the first tweet is posted. Continue Reading
Multichannel marketing means allowing customers to have conversations on their terms, at their convenience and using the channels -- phone, email, chat, text -- that make the most sense to them. At least one study says that customers of companies ... Continue Reading
Not all data is the same. This primer explains the diversity of your CRM data types and how to glean actionable data from them. Continue Reading
Evaluate Social CRM and Web 2.0 Vendors & Products
Weigh the pros and cons of technologies, products and projects you are considering.
Social CRM tools have become must-haves in CRM platforms. So is there a difference between social tools and CRM platforms more generally? Continue Reading
Many companies have a laser focus on measuring their audiences' mood exclusively on Twitter. Check out these Twitter monitoring tools. Continue Reading
For companies that want to monitor Twitter in particular, is TweetDeck the leader, or are there other suitable options? Continue Reading
Manage Social CRM and Web 2.0
Learn to apply best practices and optimize your operations.
Companies that don't develop processes and internal structures for handling their multichannel strategy can fall short on serving customers through multiple communication channels. Continue Reading
Customer self-service is a low-cost way to emancipate customers from phone-queue purgatory. But it's only part of a broader customer service strategy. Continue Reading
Do contact center agents have the right skills to handle social customer service or not? Continue Reading
Problem Solve Social CRM and Web 2.0 Issues
We’ve gathered up expert advice and tips from professionals like you so that the answers you need are always available.
It's received wisdom that customers should get service wherever they are -- email, social platforms and so on. So, why is that so tough to achieve? Continue Reading
These six must-haves in CRM data analytics applications get you closer to customers through behavioral insight. Continue Reading
What metrics should you use to measure the quality of multichannel customer service? This tip by Denis Pombriant explores multichannel CRM metrics. Continue Reading