Crm News & Articles

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.

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

All 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?

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

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.

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.

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.

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.

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.

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.

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 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.

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.

Last month, Optify revealed the secrets of digital marketing performers. Today, they’re announcing a new capability that presents the entire behavioral history and detailed information about a lead in one place. Talk about a secret performer.

So your company is on social media. You have a Facebook page, a Twitter presence. You dabble with Pinterest and have a blog. But what happens when someone asks a question about a product, upcoming release or the implications of that new research study? Do you reply? Or is it radio silence? A few months ago, the folks at SocialBakers, after conducting a study that found that Facebook page admins ignored seventy-percent of the questions they received, challenged companies to open their Facebook walls to a productive dialogue. So what happened?