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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
August 2014
Leonard Klie |
Brands Deliver Inconsistent Engagements The phone still outperforms other channels for customer service. |
CRM
June 2015
Michael Vickers |
Is Your CRM System Social Media Friendly? Empower collaboration to create customized experiences |
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
January 18, 2012 |
ExactTarget Launches Social Media Management Tool The launch of SocialEngage brings next-generation social media management to help brands create cross-channel engagement with customers. |
CRM
February 2014
Leonard Klie |
10 Social Customer Service Tips New channel interactions don't have to be complicated. |
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
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 2015
Oren Smilansky |
Zendesk Readies Facebook Messenger for Customer Service When reaching out to customers through social media, companies need to tread a fine line |
CRM
August 31, 2012
Patrick Dorsey |
Move from Social Media to Social CRM Five ways to bring your business up to speed. |
CIO
April 29, 2013
Kate Leggett |
Why CIOs Should Invest in Happy Customers It's time for CIOs to find out which communication technologies customers prefer, and give customer-service reps the data they need to answer questions, says a Forrester analyst. |
CRM
October 19, 2012
Joshua March |
The Changing Nature of Customer Relationships How social media is forcing large companies to rethink CRM. |
CRM
December 5, 2014
Alan Berkson |
3 Steps for Scaling Customer Service for Small Business Balance human interactions with technology. |
CRM
August 19, 2011
Saurabh Mittal |
Six Myths of Social Media Understanding the evolving customer service social landscape. |
CRM
December 20, 2013
Scott Hays |
The Nightmare After Christmas Use post holiday returns as a customer service opportunity. While the holiday shopping season brings more chances to engage customers, it also brings more chances to lose them. |
CRM
July 2013
Barton Goldenberg |
Happy Agents, Happy Customers Increased agent productivity leads to increased satisfaction. |
CRM
June 9, 2014
Leonard Klie |
Pegasystems Releases Customer Process Manager for Insurance PCMI enables insurers to deliver consistent customer service across channels. |
CRM
November 16, 2012
Mayur Anadkat |
Mobile Application Success Strategies A pretty app is nice, but the key is giving customers a reason to come back. Brands should be creating apps with the intention that they will continually evolve and provide functional use to consumers. |
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
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
December 2013
Leonard Klie |
Overcome Multichannel Customer Service Challenges Effective strategies start with talking to customers. |
CRM
May 13, 2015
Oren Smilansky |
IBM Amplify Day 1: Crafting Relevant Messages for Customer-to-Business At its annual conference, the company introduced unified analytics capabilities to enable relevant and timely messaging. |
Search Engine Watch
March 24, 2011
Nathan Linnell |
Social Media and Search Synergy in the Purchase Decision Process Are your search and social media efforts integrated? Results of a recent study offer insights that could alter your current search and social media strategies. |
InternetNews
July 22, 2009
Michelle Megna |
Social Media Marketing Makes More Money Deep engagement with consumers through social media channels correlates to better financial performance, says new study. |
CRM
April 2011
Brittany Farb |
Companies Need to Make Better Friends Study identifies the main triggers for consumer disengagement in online marketing campaigns. |
CRM
December 11, 2010
Gib Bassett |
The Marriage of Mobile and Multichannel Marketing Mobile's central role in the coming cross-channel revolution. |
InternetNews
March 4, 2011
Paul Shread |
Salesforce Friends Facebook for Call Centers The SaaS giant adds support for Facebook to its Service Cloud 3 call center. |
CRM
October 2011
Ian Jacobs |
All I Know Is That I Don't Know Nothing Blending knowledge management with customer service is critical. |
CRM
March 16, 2012
Eric Harber |
Four Ways Mobile Will Boost Your CRM Strategy Take your campaigns to the next level. |
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
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
July 18, 2012 |
Conversocial Analytics Platform to Focus on Customer Service Metrics New social media tool brings true customer service key performance indicators to Facebook and Twitter. |
CRM
August 12, 2010
Glen Manchester |
Multichannel Is Not Enough: 6 Steps to Engaging Customer Communications Context and relevance are critical elements to maximize customer engagement and loyalty. |
Bank Systems & Technology
November 1, 2006
Nancy Feig |
Integrating the Channels Financial institutions are juggling numerous channels and the multitude of ways in which they touch customers. Many banks are actively looking to integrate those delivery channels more strategically. |
CRM
May 6, 2015
Maria Minsker |
IBM Partners with Facebook to Offer Integrated Marketing Tools The collaboration will enable users to better hone their advertising campaigns. |
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. |
Bank Technology News
May 2009
Rebecca Sausner |
Know Your Customers Means Knowing Your Social Media Facebook, Twitter, Linkedin and the next social media platforms sure to emerge present pressing questions for retail banks: Should we be there? |
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
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
October 3, 2014 |
Sendible Launches Sendible 360 Social Media Platform Sendible 360 simplifies social media interactions for businesses. |
CRM
April 23, 2015 |
Where2GetIt Expands Brandify's Local-Social Capabilities New location-based marketing platform promises to elevate brands' social engagement. |
CRM
December 2012
Leonard Klie |
Piecing Together Multichannel Support Cross-channel support starts with connecting the right channels. |
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. |
Bank Systems & Technology
February 18, 2009
Ashfield & Shroyer |
Security Management: An Ongoing Challenge for Banks Banks face a difficult challenge in the area of security management. |
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
May 8, 2012 |
Avatar Launches Suite of Social Media Marketing Tools The company's enterprise-class marketing technology is designed to enable small businesses to capitalize on social media marketing opportunities. |
CRM
June 10, 2011
Leonard Klie |
New Research Highlights the Need for Integrated Marketing Email is still the most effective way of reaching customers, but campaigns should also include the Web, SMS, social media, and other channels. |
CRM
October 26, 2012 |
Consumers Demand Service Through Social Media NM Incite's study found that nearly one in three social media users (30 percent) prefer to reach out to a brand for customer service through a social channel compared to the phone, marking a dramatic shift in how people expect customer service from the brands with which they engage. |
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
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. |
