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Social CRM and Web 2.0 News
March 02, 2018
Marketers interested in social selling need to weigh whether to use chatbots or deploy actual customer service agents. The decision depends on a number of variables.
February 28, 2018
Hybrid cloud and on-premises IT should remain the norm for years. But more respondents to TechTarget's late 2017 survey indicate more cloud CRM and social media monitoring.
January 03, 2017
Predictive analytics, voice-activated devices and artificial intelligence will take shape as significant technology trends in 2017. Some still await further maturity.
June 16, 2016
There are a number of tools that help companies collect and analyze customer data behind the scenes, but the most valuable interactions may happen out in the open on social media.
Social CRM and Web 2.0 Get Started
Bring yourself up to speed with our introductory content
It's still early days for voice commerce and voice customer service channels. But companies are testing and investing in this new way to engage customers. Continue Reading
Trolling, in the context of the web, is the act of responding to online content or comments in a purposely disruptive fashion. Continue Reading
DRTC is an initialism for "Don't read the comments." The abbreviation is commonly used to remind people that comments on social media and other web content are often inflammatory, misleading, hurtful and / or obscene, along with other potential ... Continue Reading
Evaluate Social CRM and Web 2.0 Vendors & Products
Weigh the pros and cons of technologies, products and projects you are considering.
To customers, all channels are equal: phone, email, voice, video, chat, text messaging and social media. But managing social media customer interactions can be thornier. Continue Reading
Responding to positive and negative customer inquiries on social media is important, industry experts say, and that can go far in retaining customers and promoting your brand. Continue Reading
Before purchasing social CRM software, learn the important tools and services you should be looking for and which of today's leading vendors offer them. Continue Reading
Manage Social CRM and Web 2.0
Learn to apply best practices and optimize your operations.
Navy Federal Credit Union ingrains customer service in social engagement, sometimes the only channel where sailors at sea can get critical questions answered. Here's how they do it. Continue Reading
Customer experience management (CEM or CXM) is the collection of processes a company uses to track, oversee and organize every interaction between a customer and the organization. Continue Reading
As social media begins to play a larger role in customer interactions, social media CRM best practices are an increasing must-have for any organization trying to keep up. Continue Reading
Problem Solve Social CRM and Web 2.0 Issues
We’ve gathered up expert advice and tips from professionals like you so that the answers you need are always available.
CRM pros from Wendy's, Chamberlain Group and DoorDash offer tips for integrating Salesforce AI and social media channels to create a successful digital CX strategy. Continue Reading
Companies today know they can't get by with just a call center. And they know adding a website alone won't help much. They know where it's at: to improve customer experience, they'll also need a social media presence, a mobile app -- and they'll ... Continue Reading
Generic messages to customers and prospects are losing their effectiveness. Today, tailoring interactions to individuals is crucial to make the sale. Continue Reading