Social CRM and Web 2.0

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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

  • 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

  • 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

  • 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

  • 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

  • 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

  • Slashdot

    Slashdot is a socially curated website dedicated to technology-related news items. The site motto is "News for Nerds. Stuff that Matters."  Definition

  • 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

  • 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

  • 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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