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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
December 2015
Leonard Klie |
Social Media Is Now a Viable Support Channel Direct messaging, tighter security, and data integration add to social media's feasibility as a customer service platform |
CRM
January 4, 2013
Leonard Klie |
It's Not Too Late to Start on Social A report from DMG Consulting outlines steps companies need to take to address issues on social media. |
CRM
April 1, 2011
Scott Swope |
Social Media Interaction a Challenge for Web 2.0 Sites Too How companies can reap the benefits of social media. |
CRM
December 2013
Leonard Klie |
Overcome Multichannel Customer Service Challenges Effective strategies start with talking to customers. |
CRM
October 19, 2012
Joshua March |
The Changing Nature of Customer Relationships How social media is forcing large companies to rethink CRM. |
CRM
July 2011
Paul Greenberg |
Never Underestimate the Power of Traditional Methods It's not the medium but, rather, how you use it to engage customers that counts. |
CRM
August 10, 2012
Jesse Noyes |
Seven Steps for a Social Contact Strategy When it comes to sales, establishing trust is key. |
CRM
July 20, 2012
Duke Chung |
Customer Service 2.0 Five tips for creating an agile and successful call center to keep up with customer demands. |
CRM
May 2013
Donna Fluss |
The Rise of Social Customer Care Best practices for staying on top of the new service landscape. |
CRM
December 2012
Leonard Klie |
Piecing Together Multichannel Support Cross-channel support starts with connecting the right channels. |
CRM
November 2011
Leonard Klie |
10 Ways to Rearchitect Your Contact Center Hiring, training, and technology are considered keys to raising the customer service standard. |
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
February 2014
David Myron |
Should You Offer Social Customer Support? More progressive companies are moving beyond the experimentation stage and incorporating solutions that enable them to listen, analyze, and respond to customers on social media. |
CRM
July 2014
Leonard Klie |
The 4 Key Customer Service Omnichannel Considerations Contact centers have deployed new technologies in silos; integration is difficult but not impossible. |
CRM
July 26, 2010
Jo Ann Parris |
Going Viral: Social Media and Customer Service How to embrace social engagements in the contact center. |
CRM
September 2013
Donna Fluss |
Meeting the Social Media Challenge Build a system that works for your company. |
CRM
August 31, 2012
Patrick Dorsey |
Move from Social Media to Social CRM Five ways to bring your business up to speed. |
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
January 3, 2014
Matt Kearney |
Three Tips to Optimize Your Social Media Success Focus on the right channels to grow revenue and satisfy customers. |
CRM
August 19, 2011
Saurabh Mittal |
Six Myths of Social Media Understanding the evolving customer service social landscape. |
CRM
June 2011
Leonard Klie |
Don't Forget the "C" in Social CRM Listening to customers should precede any foray into social media, the former leader of @ComcastCares advises |
CRM
January 23, 2012 |
Conversocial Releases Priority Response Engine The company adds priority handling, tagging, and customer history to address demand for customer service via Facebook and Twitter. |
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
November 2014
Maria Minsker |
How to Create the Right Content for the Right Social Channel Marketers should understand and leverage the unique qualities of each network to drive conversations and conversion. |
CRM
March 16, 2012
Eric Harber |
Four Ways Mobile Will Boost Your CRM Strategy Take your campaigns to the next level. |
CRM
May 2005
Coreen Bailor |
Making a Clear Connection Integrating your multichannel operations can seem like a near-impossible feat, but it doesn't have to be. Follow these strategies to ease your integration process and maximize your multichannel potential. |
CRM
October 2015
Leonard Klie |
On the Scene -- Customer Service Experience: Explore New Channels, but Invest Wisely Conference speakers urge companies to integrate channels for a seamless customer experience |
CRM
September 2015
Paul Korzeniowski |
Enterprises Move from Passive to Active Social Media Strategies Rather than just respond to irate tweets, corporations use social media interactions to drive change in business processes. |
CRM
October 3, 2014 |
Sendible Launches Sendible 360 Social Media Platform Sendible 360 simplifies social media interactions for businesses. |
CRM
December 5, 2014
Alan Berkson |
3 Steps for Scaling Customer Service for Small Business Balance human interactions with technology. |
AFP eWire
September 21, 2010 |
Four Easy Steps to Social Media Success Here are four simple steps for developing a social media program at your nonprofit, taken from a white paper by the organization NPower. |
Fast Company
Kevan Lee |
The Social Media Frequency Guide: How Often To Post To Facebook, Twitter, LinkedIn, And More Social media marketers want to connect with followers without driving them away. We aim for the perfect balance of sharing and listening. I end up guessing a lot, trying and testing new variations. |
CRM
July 11, 2012
Judith Aquino |
Votigo Rolls out Saas-Based Social Marketing and CRM Suite Platform includes promotions and conversation managers, analytics, and more |
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
August 5, 2015
Dave Roman |
How HP Integrated Social Media into its International CRM System Discover a 360-degree solution for social care. |
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." |
Fast Company
Kevan Lee |
The Definitive Guide To Social Media Tools For Startups Small businesses are eager to find valuable tools that take a lot of the time and trouble out of social media marketing and that do so without costing an arm and a leg. |
CRM
April 2013
Leonard Klie |
Should Your Company Abandon Phone Support? Why several Silicon Valley-area firms have done just that and are sticking with their decisions. |
CRM
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
August 12, 2015
Tiago Paiva |
Tweet Your Way to Better Customer Support The micro blogging platform is a quick, cost-effective way to reach many, spot trends, and show transparency. |
Insurance & Technology
November 18, 2009
Nathan Conz |
Progressive Details Twitter Strategy Progressive has leveraged micro-blogging site Twitter to foster customer engagement and improve customer service. |
CRM
October 13, 2015
Oren Smilansky |
Sparkcentral Launches Secure Authentication for Social Customer Support Message encryption functions aim to facilitate trusted service interactions on Twitter and Facebook. |
CRM
April 2015
Leonard Klie |
Text Takes Precedence as a Customer Service Preference A new generation of consumers prefers short message service to other ways to reach agents. |
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. |
Financial Planning
September 1, 2012
John J. Bowen, Jr. |
Planners: Reset Your Social Media Strategy to Attract Affluent Clients Improve your efforts to attract affluent clients through LinkedIn and Facebook (and not Twitter). |
CRM
July 2012
Donna Fluss |
Social Media Belongs in the Contact Center When marketing works with customer service, customers and enterprise benefit |
CRM
November 2013
Leonard Klie |
Customer Support: Keeping Up with the Digital Migration The phone is losing ground as a leading communication channel. Can you meet customers where they're going? |
CRM
October 24, 2011 |
iContact Launches Social Media Product As Part of Digital Marketing Platform Businesses can now perform social media marketing, scheduling, and analytics along with email marketing from the same application. |
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. |
