CRM / Call Center Topics:
Web 2.0 and CRM
Learn about Web 2.0 and CRM 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. Find Web 2.0 CRM software that fits your business needs. Get expert advice about Web 2.0 in the call center and learn how Web 2.0 is impacting the CRM software market. Take a quiz on Web 2.0 and CRM and find out how Web 2.0 tools can be used for strategic Internet marketing.
News:
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Customer privacy's not as big as trust -- trust me
03 Nov 2009
Column - As the recent Facebook snafus have shown, keeping customer information private is not a given. What's key, columnist Paul Greenberg says, is mutual value -- and trust.
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Oracle's CRM roadmap includes running Siebel in Outlook, social CRM
13 Oct 2009
News - Oracle executives outlined the company's plans for CRM in the coming year, including a REST API, running Siebel in Outlook out of the box and social data mining.
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The back end matters too: Social CRM and the customer-centric supply chain
10 Sep 2009
Column - Think Social CRM is purely a sales, service and marketing phenomenon? Think again. Columnist Paul Greenberg explains how it can impact the supply chain.
Expert Technical Advice:
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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.
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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.
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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.
Video:
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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.
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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.
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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.
Reference & Learning:
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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...
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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.
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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.
Downloads:
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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...
CRM Solutions presents Web 2.0 and CRM research, webcasts and Web 2.0 and CRM news articles