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CRM October 19, 2012 Joshua March	The Changing Nature of Customer Relationships How social media is forcing large companies to rethink CRM.
CRM February 2014 Leonard Klie	10 Social Customer Service Tips New channel interactions don't have to be complicated.
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 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 November 2014 Robert Wollan	Is Social Media Still Just Hype? When used wisely, this channel can be a B2C gold mine.
CRM August 31, 2012 Patrick Dorsey	Move from Social Media to Social CRM Five ways to bring your business up to speed.
CRM December 2014 Leonard Klie	5 Hot Customer Service Technologies The latest innovations add a sense of immediacy to customer interactions.
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 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.
InsideFlyer May 2011	Frequent Flyers Flock to Social Media Here's a look at how online communities are changing the face of travel loyalty programs.
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 2, 2015 Marriann Cole	4 Building Blocks for Improving Customer Service Listening to customers' voices shouldn't stop when the sale is made.
CRM December 2012 Leonard Klie	Piecing Together Multichannel Support Cross-channel support starts with connecting the right channels.
CIO September 29, 2014 Kim S. Nash	How Social Media Can Influence High-Stakes Business Decisions Social media is more than just amassing likes. Companies are using advanced social techniques to rehabilitate corporate reputations, uncover ideas for breakthrough products, and figure out what competitors are up to.
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 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 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 September 2004 Eric Krell	The 2004 CRM Elite The CRM Elite awards showcase six companies that set out to get measurable results, then met or surpassed their expectations.
CRM July 26, 2010 Jo Ann Parris	Going Viral: Social Media and Customer Service How to embrace social engagements in the contact center.
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 September 2013 Donna Fluss	Meeting the Social Media Challenge Build a system that works for your company.
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 November 2012 Judith Aquino	Transforming Social Media Data into Predictive Analytics More organizations are leveraging psychographic data to forecast positive -- and negative -- results. Companies are eagerly listening to what is being said about their brands and searching for ways to take advantage of all this data.
CRM May 31, 2011 Brittany Farb	Passengers Are Increasingly Dissatisfied with Air Travel A new study shows customers are uncomfortable and inconvenienced.
CRM March 16, 2012 Eric Harber	Four Ways Mobile Will Boost Your CRM Strategy Take your campaigns to the next level.
CRM December 2013 Leonard Klie	Overcome Multichannel Customer Service Challenges Effective strategies start with talking to customers.
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 2015	Twitter and Facebook Enable More Social Customer Service As social media platforms knock down barriers, expectations for good customer service will rise
CRM January 25, 2013 Benjamin Lederer	Making Use of Social Media Data A social CRM or contact management system can function as your business command center, supplementing contact, company, and industry information with social data, including profiles and comments.
CRM August 19, 2011 Saurabh Mittal	Six Myths of Social Media Understanding the evolving customer service social landscape.
InsideFlyer September 2009	Cover Story A conversation with five industry insiders and one blogger who keeps a close watch on the airline industry.
CRM April 10, 2015 Mike Hennessy	The Downside of Automated Responses Responsibility and strategy are key to using this growing technology.
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 May 2013 Donna Fluss	The Rise of Social Customer Care Best practices for staying on top of the new service landscape.
CRM August 10, 2012 Jesse Noyes	Seven Steps for a Social Contact Strategy When it comes to sales, establishing trust is key.
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.
Search Engine Watch July 26, 2010 Nathan Linnell	6 Key Metrics for a Social Media Measurement Dashboard Creating your own social media dashboard gives you the ability to show the impact of your social media efforts, and it will put you in great position to bide time until a truly robust social media measurement tool is available.
CRM October 3, 2014	Sendible Launches Sendible 360 Social Media Platform Sendible 360 simplifies social media interactions for businesses.
CRM May 1, 2006 Collins, Nair & Schumacher	Reaching the Next Level of Performance in Marketing Marketers should expand their focus and look for opportunities to drive incremental revenue across all stages of customers' interactions.
CRM February 2015 Maria Minsker	The Path to Personalized Customer Journeys It takes much more than just knowing your customer's name.
CRM July 2012 Donna Fluss	Social Media Belongs in the Contact Center When marketing works with customer service, customers and enterprise benefit
Bank Technology News May 2009 Rebecca Sausner	Social Studies Social media sites are not at the stage yet where money can be made from them. The important thing is to build presence, as channels evolve there may be opportunities for customer acquisition.
CRM March 29, 2013 Bhupendra Gupta	Look to Customer Experience Data to Solve Business Problems Less consumer effort results in higher satisfaction.
CRM July 6, 2012 Kalkofen & Dettmann	Don't Let a Social Crisis Damage Your Reputation Make social media monitoring and response strategy part of your corporate communications plan.
CRM April 4, 2014 Ken Epstein	6 Strategies to Protect Your Brand in a Multichannel World Don't be burned by poor social media management. Today's customers are not shy about airing and sharing grievances (perceived or real) in real time to their friends and connections.
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.
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.
Searcher September 2010 David Mattison	The Twittering of the Search World In this article, I look at some of the ways in which the three biggest search engines, along with Twitter Search and several other third-party vendors, attempt to fine-tune the ceaseless cacophony of Twittering tweeps to extract useful information for your queries.
CRM December 9, 2015 Mark Smith	CRM Integration: If You Don't Coordinate, You Might Alienate Getting all of your technologies and channels to operate together is the way to ensure customer happiness.