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Crm News & Analysis

SAP Launches Customer Experience Revolution #SAPTechEd

SAP is a big company that likes to take big steps. The SAP 360 Customer solution introduced at this week’s SAPPHIRE NOW/TechEd conference in Munich, which SAP says will “revolutionize” how companies engage with customers, certainly qualifies as a big step.

Social CRM Is Not A Strategy - But You Do Need A Strategy To Succeed

Did your airline make you wait hours on end on the tarmac? Did your favorite online shoe merchant send you the wrong sandals for your trip to Bermuda? Poor customer experiences can quickly damage the reputation of your brand. And let there be no doubt about it -- social computing has changed the game for managers in customer-facing roles such as customer service.

Maintain Loyal Customers by Improving End-User Engagement

Following up on yesterday's look at customer experience from the internal perspective -- employee engagement, today we look at the second half of the equation, providing better experiences for end-users and customers.

Sitecore 6.6 Adds Advanced Targeting, Mobile Previews for MultiChannel Campaigns

With this week’s release of v.6.6, Sitecore demonstrates that mobile is indeed a priority for marketers.

Going Global with Social CRM, Aprimo Offers Advice

Putting the Global in Social CRMAll marketing is local, except when it’s global. Thanks to social media and targeted advertising, marketers can now reach a much wider audience than ever before. How can you ensure that you’re reaching the right audience with the right message?

Socialbakers Jan Rezab on the Road from Traditional to Social Marketing

Remember the good old days when customer interactions were between you and the customer?

Marketing Automation: From Lead Generation to Sales Management

B2B selling organizations today rely on marketers to generate the leads necessary to start their efforts, and marketing organizations rely more and more on technology to generate those leads. But it's time now to connect the dots between marketing and sales.

The Current State of Social CRM [Infographic]

Just as companies are getting more comfortable with social media, they are still learning how to capture and take advantage of all the information they're gleaning from their fans and followers.

Start-up Helpshift Raises US$3.2m Funding For Mobile Apps Customer Support

True Ventures has invested US$ 3.25 million in Helpshift, which has just gone into private beta with its customer support solution for mobile apps.

Dynamics CRM Gets Yammer, Skype Integration, Windows 8 Mobile to Come

If you've been following the progress of Microsoft Dynamics CRM, you will be aware that it is on a release cycle of two outings a year. Today, Microsoft has announced that second of those releases for this year will be available in December, and that it comes with enhanced device, collaboration, social and marketing support, not to mention Yammer and Skype integration.

Organizations Must Leverage Social Media for Customer Service

Social care, or customer service delivered via social media, is becoming an imperative for global brands as consumers feel more empowered to share their customer service experiences online.

Built-In Customer Support Turns Feedback into Conversations

Modern businesses need to do more than just provide customers with a way to provide feedback, they need to drive their customers to engage in a conversation about their product.

Cisco Sees and Hears Social Media at New Listening Center

Networking technology provider Cisco has opened a Social Media Listening Center where interactive touchscreens offer visual data about the social media conversations Cisco “listens” to in real time.

SDL LiveContent Improves the Relationship Between Customer and Company

SDL has announced a new product family designed to improve customer experience. SDL LiveContent helps companies by monitoring a “customer’s journey” and providing relevant feedback and technical information.

Don't Let Sales Push Customer Relationships into the Background

Customer relationship management (CRM) is, in theory, a broad topic: it’s about building relationships and that encompasses a lot of different activities.

Unfortunately, the activities that are seized upon by most companies are all sales-related.

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