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CRM
December 2009
Bruce Temkin |
7 Keys to Customer Experience Big-picture advice for how to improve the customer experience over the next year.   |
CRM
March 27, 2015
Pam Plyler |
5 Steps to Improving Your Social Customer Service Combating social media challenges is a must for doing business with today's consumers. |
CRM
June 3, 2011
Jason Peck |
Engage Customers With Social Media Taking your company to the next level. Having a process for engaging customers with social media is crucial to success. |
Bank Technology News
January 2010
Michael Sisk |
Wells Fargo Hosts Mobile Monday Twitter is an intriguing customer communication channel, but its potential is uncertain and the rules of engagement are unclear. Experimentation will be needed to sort it out, and one recent test was Wells Fargo's "Mobile Monday." |
CRM
August 27, 2010
Teala Comer et al. |
6 Best Practices for Growing a Successful Online Community Advice for organizations looking to increase their online presence. |
CRM
July 12, 2012 |
IDC Study Reveals Emerging Social Media Trends Across Vertical Markets Retailers lead all verticals with social media investments |
CRM
January 2, 2015
Marriann Cole |
4 Building Blocks for Improving Customer Service Listening to customers' voices shouldn't stop when the sale is made. |
CRM
November 2013
Leonard Klie |
Companies Will Promote Products on Social Media Attention shifts from gathering product feedback to greater customer engagement. |
CRM
June 2012
Judith Aquino |
Find the Right Social Media Monitoring Tool Knowing how your brand is faring on the Web is essential, but which solution is best for your organization? |
CRM
March 1, 2007
Coreen Bailor |
Vocal Ease Companies should plan and implement a formal approach to collecting feedback and inserting the customer's voice into the business strategy. |
CRM
February 2011
Fluss & Rogers |
How to Listen to the Voice of the Customer in a Multichannel World Contact centers and enterprises in general should interact with customers in their channel of choice, either in real time or periodically. These solutions need to create, issue, collect, and analyze feedback through multiple channels, including IVR, Web, social media, email, SMS, and live calls. |
CRM
June 2012
Leonard Klie |
Twitter: Hearing 140 Million Voices A growing number of brands are establishing social media command centers -- war rooms from which employees track and respond to customer comments, questions, and complaints on Twitter and other sites. |
CRM
September 7, 2010
Rob Howard |
Try Being Unsocial with Customers First You don't want social CRM. You want integrated customer intelligence. |
Search Engine Watch
September 16, 2010
Jacob Morgan |
Visualizing the Social CRM Process This simple six-step process will help you create a social customer relationship management strategy for your organization. |
CRM
June 28, 2013
Melissa Pippine |
Demystifying Social Media for Customer Experience Look to 'intelligent' tools to identify causes of discontent. |
AFP eWire
May 29, 2012
Derrick Feldmann |
You Get More With Facebook Than You Give -- Is Your Organization Stepping Up to the Challenge? Here are three suggested applications for non-profit organizations that use Facebook. |
CRM
August 19, 2011
Saurabh Mittal |
Six Myths of Social Media Understanding the evolving customer service social landscape. |
CRM
June 16, 2011
Brittany Farb |
Meltwater Launches Buzz Engage Meltwater unveiled yesterday Buzz Engage, fusing the social CRM and business offerings it gained in its March acquisition of Jitterjam with the social media monitoring and analysis capabilities of its own Buzz solution. |
CRM
February 17, 2012
Ashish Gambhir |
Leveling the Playing Field with Social Media Online feedback puts the spotlight on your customer service department. |
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
August 19, 2010
Justin Schuster |
5 Essential Steps to Mastering Customer Intelligence Build loyalty, gain a competitive edge, and improve your bottom line. |
CRM
October 2013
Woody Driggs |
Building a Consistent Customer Experience Focusing on employee engagement and culture will go a long way. |
Bank Technology News
January 2011
John Adams |
Customer Service Makes Him Smile Two years ago, Business Week called Frank Eliason "the most famous customer service manager in the U.S., possibly the world." Eliason recently joined Citi, and in this short interview discusses the bank's 2.0 social media strategy. |
CRM
August 6, 2013 |
Engagor Launches in the U.S., Secures $2.6 Million in Funding The provider of a real-time customer engagement, social media monitoring, and analytics platform opens a San Francisco office. |
CRM
March 21, 2014
Scott Hirsch |
Customer Communities: The Centerpiece of CXM Six steps for offering engaging experiences. |
CRM
June 2011
Carolyn Heller Baird |
Social Media's Advocacy Paradox Businesses and consumers have different perceptions, according to social CRM study by IBM's Institute for Business Value. |
CRM
July 29, 2010
Juan Martinez |
American Express, CDW, and Dell Honored for Customer Empowerment In the second-annual Voice of the Customer Awards, American Express, CDW, and Dell topped nearly 40 companies representing leading brands in financial services, healthcare, retail, technology, and travel. |
CRM
May 6, 2011
Alex Cohen |
Top 5 Reasons Your Company Should Use Social Media to Improve CRM Low cost and communities top the list |
InternetNews
February 4, 2009
Judy Mottl |
Dell's Special Treats on Twitter Dell tightens its embrace around Web 2.0, launching Twitter-exclusive discounts. |
CRM
June 2014
Paul Greenberg |
What's Customer Engagement Again? More than just a buzzword, it's key to retaining today's digital customer. |
CRM
June 2010
Juan Martinez |
Marketing to a Community Gathering your company's brand fanatics together is only the start. Now you have to mind your messaging. |
CRM
March 20, 2012 |
NICE Integrates Interaction Management and Fizzback Solutions to Enhance Customer Experience The combined Voice of the Customer solution enables companies to gain insight into the root cause of specific customer feedback by correlating voice interactions with real-time feedback survey results. |
The Motley Fool
July 24, 2006
Stephen Ellis |
Dell Joins the Blogerati In the wake of the earnings miss last Friday, the Dell blog may be quite useful for investors. |
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. |
InternetNews
February 18, 2010 |
Dell Profit Declines on Modest Sales Gain Profits and revenue both exceed analyst projections as SMB and consumer led the rise in sales. |
CRM
November 22, 2013
Kristin Muhlner |
Making the Most of Social Media Data Tap into this one-stop business intelligence source for your smartest budget ever. |
CRM
June 17, 2010
Mark Johnson |
The Voice of the Customer in the Community What does it mean for loyalty and engagement? |
CRM
September 9, 2011
Sandra Levy |
Confirmit Goes Mobile With Techneos Systems The acquisition brings customer surveys to mobile devices, so organizations can collect data at the point of experience. |
Search Engine Watch
June 28, 2010
Nathan Linnell |
Measuring Audience Engagement in Social Media Providing a framework for measuring audience engagement while also soliciting feedback for additional metrics that should be factored into such a calculation. |
CRM
June 7, 2010
Carlos Diaz |
5 Things You Need from Your Community Management Platform Making conversations the center of innovation and business strategy. |
Search Engine Watch
October 12, 2010
Garry Przyklenk |
How to Get Actionable Insights From Social Media Measurement and Monitoring Tools Social media monitoring tools provide a ton of data that you can use for brand management, generating leads, business development, and customer service. Here's how to cut through the noise and find your way to big profits. |
CRM
October 17, 2014
Yaron Wilf |
How Social Service Communities Can Drive Loyalty When customers help each other, companies and customers win. |
Bank Technology News
June 2009
Michael Sisk |
Find and Nurture Your Biggest Fans Banks are focusing their attention on the so-called "advocates" among their clientele; these customers not only buy more products and services, but they also recommend the institution to friends and family. |
AFP eWire
December 1, 2009 |
Social Media Performance Linked to Financial Success A new study shows that companies that are significantly involved in social media efforts have consistently experienced strong financial growth over the past 12 months and offers advice for organizations (including nonprofits) on growing social media engagement. |
CRM
April 27, 2012
Ashish Gambhir |
How Customer Intelligence Drives Loyalty Listening to -- and acting on -- consumer comments is the best strategy. There is no better place to learn how best to execute changes than from online guest feedback. |
The Motley Fool
January 10, 2007
Jack Uldrich |
Dell Looks to Get Planted Better customer service, not trees, needs to be the company's focus. Investors, take note. |
InternetNews
February 21, 2007
Andy Patrizio |
Dell Launches Community Feedback Sites Dell Computer, anxious to repair its battered image with the consumer public, launched a pair of Web sites designed to build bridges with its customer base and solicit user feedback. |
Fast Company
Evie Nagy |
To Get More Useful Feedback On Your Products, Watch And Learn How Path Does It Cynthia Samanian, product manager at the growing private, mobile-only social network Path, is responsible for bringing together teams in engineering, design, finance, and other departments to effectively implement new features. |
CRM
August 2013
Donna Fluss |
The Black Hole of Customer Surveys Don't ask for feedback if you're not going to act on it. |
CRM
May 17, 2013
Lane Cochrane |
All Customer Feedback Is Not Created Equal Voice-of-the-customer data has come to represent a broad spectrum of data streams, from traditional consumer research, convenience surveys, comment cards, and call center verbatim, all the way through to social media. |
