Email Alerts
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Improving the customer experience through technology
Social media channels don't necessarily provide everything a business needs to know about customers. This e-book explains the potential failings of social media and how users can overcome those shortfalls. E-Book
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Tips for effective social CRM strategy
In this issue of Customer Experience Exchange, learn how Major League Baseball uses social media to connect with fans. Plus, get tips and advice for incorporating Pinterest and social media analytics into your overall social CRM strategy. E-Zine
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A realist's guide to building revenue and customer loyalty with social CRM tools
This e-book -- for marketers, sales and customer service professionals -- takes a hard look at social CRM tools. It examines where the real opportunities lie, both in the short term and long term, how social CRM can truly impact revenue and customer ... E-Book
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Leveraging Web 2.0 and social media in CRM programs
You’ve heard the buzz about Web 2.0 and social CRM, but where to start? In this e-book, find out more about Web 2.0 and social media in the context of CRM. Learn more about using Web 2.0 to build customer loyalty and get expert insight into the role ... E-Book
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Building a business case for social CRM and customer communities
Learn how to build a business case for social media outlets affecting customer relations and customer communities including Facebook and Twitter, as well as what social media means for CRM, best practices for managing online customer communities, and... E-Book
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Former DJ helps businesses do customer engagement like rock stars
Former Houston DJ Dayna Steele wants you to know that customer engagement has more to do with rock n' roll than you might think. Change Agent
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Seeking treasure from social media tracking? Follow the customer
Social media analytics tools can help companies dig into layers of online customer data in search of business gold. But a human touch is needed, too. Feature
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New contact center metrics recommended to fit new customer channels
With the telephone no longer the only customer channel on the block, new contact center metrics are called for to measure the handling of new channels. Feature
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Social media listening pulls direct opinion, focus groups get personal
Social media listening can capture unfiltered consumer thought, but focus groups still provide relevant insight, marketers and industry observers say. Feature
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Social media for businesses begs for more listening and less marketing
Some businesses have figured out social media CRM, but others still take a one-sided approach and don't hear customers, industry observers say. Feature
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CIO whips Bally Total Fitness into shape with new CRM techniques
Bally Total Fitness CIO Guy Thier wants to turn around the health club chain's image with new CRM strategies. Business Informers
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Social media channels and contact centers can play together
Proper staffing, training and strategies can make social media channels work wonders in a contact center, according to industry observers. Feature
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Treat customers like assets and they will act in kind
Treating patrons like assets and aligning company priorities is touted as a winning customer experience management strategy. Feature
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Contact center outsourcing should offer social support, analyst says
Not every contact center outsourcer has a handle on social and mobile channels, according to a Constellation Research analyst. Feature
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Wine lovers use social media tools to foster an online community
The non-profit Guild of Sommeliers could teach big business a thing or two about building an online community. Feature
- See more Essential Knowledge on Social CRM and Web 2.0
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SugarCon speaker reveals 10 reasons why social CRM projects fail
Culture issues and lack of compliance policies are just two of the factors that work against social CRM, according to one speaker at this week's SugarCon conference. Social CRM Strategy | 10 Apr 2013
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Dreamforce 2012 expected to focus on cloud marketing and sales issues
Dreamforce 2012 is expected to draw 70,000 people and will highlight Salesforce.com's cloud-based sales, services and marketing products. News | 13 Sep 2012
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Gartner: Social media revenue soaring despite moderate user increase
IT analyst firm Gartner predicts social media companies will take in nearly $17 billion in revenue this year. News | 09 Aug 2012
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Half of Fortune 1000 won’t see ROI with social CRM, analyst predicts
Gartner predicts only half of Fortune 1000 companies will see return on investment from social CRM. News | 14 Jun 2012
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Oracle and Salesforce make play for social CRM platforms
The CRM heavyweights bought up a handful of social CRM start ups this month and it should convince CRM buyers to invest in the technology themselves, analysts said. News | 08 Jun 2012
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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
- See more News on Social CRM and Web 2.0
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Integrate customer data for a solid social media business strategy
Businesses that follow a detailed social media strategy will reap the rewards of CEM, according to consultant Brent Leary. Tip
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Avoid chicken shortage and other hitches with social media integration
CRM expert Brent Leary tells businesses to train employees and share information among departments before making a splash in social media integration. Tip
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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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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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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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digital CRM
Digital CRM is the use of multiple electronic communications channels and technologies to enhance customer relationship management (CRM). The digital approach to CRM is more interactive than the traditional model but also automates many interactions ... Definition
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social media listening
Social media listening, also known as social media monitoring, is the process of identifying and assessing what is being said about a company, individual, product or brand. Definition
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bees algorithm
The bees algorithm is a method of problem solving that mimics the behavior of honeybees to find the optimum solution. Based on the behaviors bees employ to search and prioritize, the algorithm is a classical example of swarm intelligence, in which ma... Definition
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explicit data
Explicit data is data that is provided intentionally and taken at face value rather than analyzed or interpreted for further meaning. Examples of explicit data include information provided in surveys and membership applications. Definition
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Slashdot
Slashdot is a socially curated website dedicated to technology-related news items. The site motto is "News for Nerds. Stuff that Matters." Definition
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social media
Social media is the collective of online communications channels dedicated to community-based input, interaction and collaboration. Social media websites include microblogging sites such as Twitter and Yammer, and social networking sites such as Face... Definition
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likebaiting
Likebaiting is the practice of trying to compel Facebook users to click the Like button associated with a piece of content. The practice is similar to linkbaiting, in which content producers craft content with the intent of getting people to link to ... 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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CRM trends: Customer engagement, free range agents and more
Fresh from the ACCE conference, Lena J. Weiner reports on multiple exciting trends in CRM, including automated and social CRM. Podcast
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SugarCon conference offers guidelines for social CRM success
SugarCRM's recent SugarCon conference in New York boasted plenty of tips and advice for organizations launching a social CRM initiative. Podcast
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Top five CRM trends you should know about
CRM has undergone rapid change lately -- including the use of social media and a change in call center practices. Here's a look at five CRM trends that shaped 2012. Photo Story
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Man-to-machine social networks take to the cloud
Salesforce.com showed connections between machines ranging from jet engines to coke machines and social networks. Jeff Kaplan discusses in this video. Video
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Ray Wang on Dreamforce, social trust and new products
Constellation Research's R "Ray" Wang discusses Salesforce.com's new product launches and the importance of trust to the social customer. Video
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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
- See more Multimedia on Social CRM and Web 2.0
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CRM trends: Customer engagement, free range agents and more
Fresh from the ACCE conference, Lena J. Weiner reports on multiple exciting trends in CRM, including automated and social CRM. Podcast
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Former DJ helps businesses do customer engagement like rock stars
Former Houston DJ Dayna Steele wants you to know that customer engagement has more to do with rock n' roll than you might think. Change Agent
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SugarCon conference offers guidelines for social CRM success
SugarCRM's recent SugarCon conference in New York boasted plenty of tips and advice for organizations launching a social CRM initiative. Podcast
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Seeking treasure from social media tracking? Follow the customer
Social media analytics tools can help companies dig into layers of online customer data in search of business gold. But a human touch is needed, too. Feature
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SugarCon speaker reveals 10 reasons why social CRM projects fail
Culture issues and lack of compliance policies are just two of the factors that work against social CRM, according to one speaker at this week's SugarCon conference. Social CRM Strategy
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Integrate customer data for a solid social media business strategy
Businesses that follow a detailed social media strategy will reap the rewards of CEM, according to consultant Brent Leary. Tip
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Avoid chicken shortage and other hitches with social media integration
CRM expert Brent Leary tells businesses to train employees and share information among departments before making a splash in social media integration. Tip
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Improving the customer experience through technology
Social media channels don't necessarily provide everything a business needs to know about customers. This e-book explains the potential failings of social media and how users can overcome those shortfalls. E-Book
-
digital CRM
Digital CRM is the use of multiple electronic communications channels and technologies to enhance customer relationship management (CRM). The digital approach to CRM is more interactive than the traditional model but also automates many interactions ... Definition
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New contact center metrics recommended to fit new customer channels
With the telephone no longer the only customer channel on the block, new contact center metrics are called for to measure the handling of new channels. Feature
- 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.