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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 | SearchCRM.com
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Social media outreach starts with strategy
Companies don’t always do right by their customers on social media. This e-book chapter will explore how companies misuse social media -- mistaking it for a marketing vehicle -- how they should provide the proper... E-Chapter | SearchCRM.com
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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 | SearchCRM.com
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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 | SearchCRM.com
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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 | SearchCRM.com
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Companies keep avoiding social media contact center integration
A majority of companies will continue to avoid fully integrating social media channels with their contact centers, consultant Donna Fluss predicts. Opinion | SearchCRM.com
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Social media set the stage for improving customer experience
The rise of social media thrust the topic of improving customer experience management back into the limelight, consultant Denis Pombriant said. Opinion | SearchCRM.com
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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 | SearchCRM.com
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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 | SearchCRM.com
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Cautious middle managers avoiding social media
CRM consultant Denis Pombriant shares a surprising result from his recent survey: Some managers have reasons to steer clear of social media. Opinion | SearchCRM.com
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