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June 2013
Kelly Liyakasa |
Collaboration Meets Community Platforms Enterprises are combining peer-to-peer and Web self-service capabilities to improve customer service and lower cost.   |
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July 2014
Sarah Sluis |
4 Ways to Master Omnichannel Selling Salespeople must track the customer journey across multiple channels and be more collaborative than ever. |
CRM
December 2012
Leonard Klie |
Piecing Together Multichannel Support Cross-channel support starts with connecting the right channels. |
CRM
August 2, 2010
Alex Dayon |
From Deflecting Customers to Embracing Them Six ways that the new Internet - a mobile, social, and real-time Internet - is changing the playing field for CRM and putting customers back in control. |
CRM
June 2011
Leonard Klie |
Peer Power Online communities foster customer loyalty by doing what traditional contact centers cannot. More companies are adopting social community platforms as a form of customer service and are garnering more tangible results. |
CRM
June 1, 2009
Lauren McKay |
Strategy and Social Media: Everything's Social (Now) You may not know what you're doing - but your customers do. If the time to act is now - does that mean it's too late to plan? |
CRM
August 19, 2011
Saurabh Mittal |
Six Myths of Social Media Understanding the evolving customer service social landscape. |
CRM
October 4, 2013
Padmanabha Sivanandan |
Designing a 'Street-Smart' CRM Solution for B2C Enterprises An evolving focus on CRM has left B2Cs behind. |
CRM
June 1, 2009
Marshall Lager |
Sales and Social Media: No One's Social (Yet) Social computing is still working its way into the consultative sales process. For most sales forces, that's just fine. |
CRM
October 2012
Leonard Klie |
In High Tech, Social CRM Is All the Rage Technology vendors tap into social media and online communities to let customers serve one another. |
CRM
December 2009
Lauren McKay |
Information Overload As consumers deal with an increasing amount of information - and as they embrace more mechanisms to engage with that information - there comes a need to search out what's important, or filter out some of the noise. Through this tidal wave of information, how can businesses manage to connect? |
CRM
September 2, 2011
Duke Chung |
Five Ways to Amplify Your CRM System By opening up a two-way communications channel for customers and your CRM system, it provides an enormous overview of what customers want, accessed, and engaged in during their customer service experience. |
CRM
June 2010
Lauren McKay |
Crafting a Community Companies can corral as many customers as they like, but any true community has to truly benefit its members - customers and companies alike. |
CRM
September 7, 2010
Rob Howard |
Try Being Unsocial with Customers First You don't want social CRM. You want integrated customer intelligence. |
CRM
October 19, 2012
Joshua March |
The Changing Nature of Customer Relationships How social media is forcing large companies to rethink CRM. |
CRM
February 10, 2012
Sean Canning |
The Case for Multichannel Customer Management Why enterprises that fail to adapt will be left behind. |
CRM
August 31, 2012
Patrick Dorsey |
Move from Social Media to Social CRM Five ways to bring your business up to speed. |
CRM
October 17, 2014
Yaron Wilf |
How Social Service Communities Can Drive Loyalty When customers help each other, companies and customers win. |
CRM
February 2007
Jessica Sebor |
Mercurial Marketing Social networking sites have bloomed in the past year or so, but just how valuable are they to marketers and how can that value be leveraged? |
CRM
September 2011
Brittany Farb |
Marketing to Communities Why old-school advertising delivers the wrong message |
CRM
December 2011
Marshall Lager |
Past Is Prologue We look at the major events of this year for hints of what's to come. |
CRM
January 2011
Lauren McKay |
Most Vendors Embrace Social CRM A study evaluates the performance of leading vendors |
CRM
March 15, 2013
Paul Anderson |
Win Over Your Customers with Smart CRM Moves Use the right tools to boost brand loyalty. |
CRM
December 2007
Marshall Lager |
It's All Coming 2.0gether As 2007 ends, and 2008 looms ahead of us, patterns are beginning to emerge: The future of business may not be in the hands of the executives, but those of the customer instead. And yet, hasn't it always been that way? |
CRM
February 2010
Paul Greenberg |
The Shotgun Marriage of Sales and Marketing In this exclusive excerpt from the fourth edition of the industry bible, a legendary thought leader explains why the unification of sales and marketing is finally upon us. |
CRM
October 2011
Ian Jacobs |
All I Know Is That I Don't Know Nothing Blending knowledge management with customer service is critical. |
CRM
June 1, 2009
Rudy Chang |
A Community Gives Pitney Bowes Its Stamp of Approval A forum designed to address one problem evolves into an enterprise asset. |
Search Engine Watch
December 6, 2010
Kaila Strong |
B2B Social Media Marketing -- Does It Work? Whether you work at a small business or big brand, here are some helpful B2B social media marketing techniques and strategies. |
AskMen.com
Sunder Ramachandran |
Online Networking Today, there are several websites that facilitate the coming together of people with common career interests and agendas. Here's how to exploit this medium effectively. |
CRM
March 2012
Kelly Liyakasa |
Social CRM Off to a Strong Start 2012 could prove favorable for capital investments and growth in the social sphere. |
CRM
September 2010
Fluss & Rogers |
The Growth of Social Media in Customer Service While most of what's happening in social media is personal in nature, organizations are finding that it's important to listen carefully when they become the subject of discussion. |
CRM
April 2014
Barton Goldenberg |
Taking the Plunge into Social CRM Integrating social communities takes a true commitment. |
CRM
June 2012
David Myron |
Take a Healthy Approach to Social Media Social media is emerging as a viable forum for sales, marketing, and customer service professionals to connect with customers. But be careful not to treat it as "just another service channel." |
CRM
June 7, 2013
David Lloyd |
Prepare for the Age of the Customer Advances in technology will help contact centers shine. |
CRM
August 2011
Barton Goldenberg |
Overcoming Skepticism to Exploit Social CRM Many executives fear a healthy two-way conversation with customers. |
CRM
December 2004
Coreen Bailor |
10 Technologies That Are Reinventing the CRM Industry Many of today's most effective CRM processes and strategies are so successful because of the underlying technologies that enable and support them. Consider the potential of the following 10 technologies. |
CRM
December 1, 2010
Lauren McKay |
How Social Are Social CRM Vendors? Evoke CRM study ranks the most social CRM companies on the Web. |
CRM
May 2010
David Rich |
The New Behavior of the Social Customer By integrating social CRM and customer strategy, you can improve your market position with better services, lower operating costs, and higher performance. |
CRM
February 2014
Paul Greenberg |
CRM in the Age of Customer Engagement When definitions are in flux, flexibility is key. |
CRM
July 2014
Barton Goldenberg |
Forging the Next CRM Frontier Integrated technologies hold great promise for the future of CRM. |
PHONE+
Charlene O'Hanlon |
Picking an Online Partner Community Partner communities are everywhere on the Web, but their proliferation may be working to their disadvantage. |
CRM
August 4, 2015
David Myron |
Social CRM Mistakes and How to Avoid Them Follow these 10 steps to deploy a successful social CRM strategy. |
CRM
February 2008
Barton Goldenberg |
Always On The new generation of consumers, clients, and customers is perpetually connected - to the Internet, to you, and to each other. What can Web 2.0 do for you? |
CRM
October 26, 2010
Brent Hayward |
It's About Answers Knowledge-based technologies are now essential to the customer experience. |
CRM
August 23, 2013
Connor Marsden |
The Role of Social CRM These channels present incredible opportunities for companies to add another dimension to understanding customers, key decision-makers, and trends that drive meaningful dialogue. |
CRM
January 2014
Barton Goldenberg |
Integrating Social Media Is a Strategy for Success Expand your insights with a hub and spoke model. |
CRM
April 2015
Barton Goldenberg |
Social CRM in Action Businesses discover the value of social communities. |
CRM
June 2015
Michael Vickers |
Is Your CRM System Social Media Friendly? Empower collaboration to create customized experiences |
CRM
March 25, 2011
Jim Davies |
Applying the Eight Building Blocks of CRM to Social Media How to improve the effectiveness and long-term success of social CRM initiatives |
CRM
November 2011
Barton Goldenberg |
The Real Value of Social CRM Leverage public social media and niche sites to drive traffic to your community |
