Web 2.0 and CRM

• Lingering questions on Dreamforce, Chatter, social networks and enterprise applications Voices of CRM  |  23 Nov 2009

  Blog - Now that Salesforce.com has announced a collaboration platform, there are still questions around filtering and whether it's ready for the larger enterprise.

• NetSuite adds social ERP to social CRM Voices of CRM  |  10 Nov 2009

  Blog - NetSuite is adding InsideView's social media tools to its CRM and ERP applications. CRM vendors are adding these features in several ways.

• Social media and CRM -- The marketing perspective 10 Nov 2009

  Column - In his first article evaluating the marketing side of social CRM, Allen Bonde offers up some definitions and a framework for discussion.

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• Three ways to track customer complaints and feedback

  Ask the Expert - Expert Don Peppers names three ways companies can track customer complaints and obtain customer feedback in this tip.

• Oracle's social CRM strategy and the future of CRM

  Ask the Expert - Find out how Oracle's social CRM applications and recent innovations are shaping the future of CRM.

• Oracle CRM On Demand: Improvements and Web 2.0 functionality

  Ask the Expert - Learn about the new usability, productivity and social networking features in Oracle CRM On Demand.

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• Paul Greenberg compares social CRM products

  Video - The author of CRM at the Speed of Light compares Oracle's social CRM offerings with those of Microsoft, SAP and Salesforce.com at OpenWorld and dishes on Marc Benioff's appearance.

• Oriental Trading Co. launches customer reviews

  Video - Sam Taylor, CEO of the Oriental Trading Co., sought to make the company customer-centric by re-launching customer reviews, which earned it a customer service excellence award from Gartner and Peppers&Rogers.

• Gartner's Adam Sarner on B2B communities

  Video - 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.

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• How to use Web 2.0 technology for customer service, marketing, sales

  Special Report - As more customers head to the Web to review products, make purchases and find information, forward-thinking companies need to learn how to leverage Web 2.0 to stay competitive. Here are a few ways you can use Web 2.0 technologies to improve your customer...

• Consumer and enterprise mashups

  Chapter Download - Learn about the various types of mashups and the difference between consumer mashups and enterprise mashups. You'll also learn about potential sources for mashup data.

• The emergence of Web 2.0 and mashups

  Chapter Download - Get an overview of Web 2.0 and mashups and learn about Enterprise 2.0 and RSS and Atom formats in this chapter excerpt. Discover the definition of mashup.

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• Using Web 2.0 technology to build customer loyalty

  Podcast - 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...

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