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Social Crm News & Analysis

Big Dogs Trail in Forrester's Social Relationship Wave

2015-20-April-big dogs.jpg

Some big software players jumped into Forrester Research's hearts for platforms that help digital marketers make the most out of social media.

But they're not the leaders.

In its Wave for Social Relationship Platforms for this quarter -- targeted at B2C marketers -- the Cambridge, Mass.-based research firm tabbed Oracle and Hootsuite among its most significant providers in the space. Those organizations did not make the cut two years ago.

They join Adobe, Expion, Falcon Social, Salesforce, Percolate, Shoutlet, Spredfast, Sprinklr and Sprout Social as significant providers in the Social Relationship Platform (SRP) space.

Forrester evaluated vendors with at least 100 enterprise SRP clients whose average deployment includes at least 25 seat holders.

"One of the things we looked for in our evaluation was vendors’ ability to automate key SRP functions," Forrester analyst Nate Elliott wrote in a blog post today. "We know -- automation remains a dirty word in social media. No brand wants to repeat the automation-driven mistakes of Coca-Cola or Bank of America. But marketers say one of their top social challenges is hiring and training enough qualified staff. In this environment, the greatest value that social relationship platforms can offer their clients is lightening their workload." 

Contact Centers Drive the Social CRM Revolution

With more than 2 million Twitter accounts established every day, social media presents a host of new challenges and opportunities in the realm of customer relationship management (CRM). People are tweeting not only about their customer service needs but also the good, bad and ugly of the experience that they receive from companies.

According to evolve24, 70 percent of customer tweets to companies are being ignored -- and the damage can be significant. Gartner estimates that failure to respond via social channels can lead to an up to 15 percent increase in churn rate for existing customers.

Nimble Advances Social Relationship Platform, Enhances Integration

Social CRM Company Nimble Integrates with Gmail, OutlookNimble, a company that offers customer relationship management (CRM) software, launched a new version today with a host of updates, including integration with Google Gmail, Microsoft Outlook and Hootsuite.

The announcement comes just a week after the company revealed partnership with Microsoft to bring CRM to the Office 365 productivity suite.

B2B Social Media Marketing Presence All But Mandatory

digital marketing, social media marketing, b2bB2B marketers will go anywhere and everywhere to get leads. It’s what keeps six out of 10 of them up at night: generating leads is their biggest challenge, according to data released this month by eMarketer.

The Real Value of Social Media for Customer Service

Customer Experience, customer service social mediaInteracting with customers on social media carries risks and benefits for companies, but the opportunities can outweigh the risks when you understand your customer's needs, wants and habits and use this knowledge to shape your customer service.

Four Steps for Making Social a More Useful Part of Your CRM

The pundits in the CRM world love to point out that, at some point, the term “Social CRM” will go away and we'll just describe those social media-enabled capabilities and operations as “CRM” with no prefix. 

Aspect Survey: Customers Have Control, But Are Unhappy with Customer Service

Four out of every ten customers would rather experience a trip to their Department of Motor Vehicles than contact customer care. With all due respect to your local DMV, that’s a sobering reflection of the state of customer service, but only one of many in a new survey sponsored by Aspect Software, a customer interaction management vendor. 

SugarCRM Tightens NextPrinciples Partnership to Bring More Social Insights to CRM

Leading up to its annual SugarCon event this month, SugarCRM has announced an expanded partnership with NextPrinciples, a social analytics company.

Customer Communities Require Customer-Centric Thinking

A community, by definition, is a group bound together by common interest. In your case, it’s an interest in your brand, products and services. And as in any relationship, there are steps you need to take to make your community grow and flourish.

Report Finds One Fifth of Companies Still Struggling with Social Customer Care

Nearly one-fifth of large organizations are still determining their approach to social media, and only about a third say they are proactive in their social customer care. Those are some of the takeaways in a new report, "How Companies Are Supporting the Connected Consumer."

Customer Relationship Management as a Customer Experience Differentiator

In the annals of enterprise information technology, Customer Relationship Management (CRM) has a storied, if not necessarily checkered past. The term has been associated with expensive implementations with hard to measure returns. CRM is also too often confused with Sales Force Automation (SFA), a system used to track deals and report to management. CRM is bigger, more comprehensive, encompassing Sales, Service and Marketing. 

Why Extending CRM is Critical to Meeting Customer Needs

Remember when the front office and the back office were separate things? When the folks who actually spoke to the customers had to dress nicely and even bathe daily, and use manners and speak in clear and coherent sentences, because they were the only representatives your customers would ever see?

Fostering Customer Relationships with Social Media, One Tweet at a Time

There’s certainly not even a remote bit of controversy in saying that customers are truly the lifeblood that sustains the survival of businesses today. But are you doing everything you can to stay connected?

Tweet Jam Recap: The Customer Life Cycle #CXMChat

The Customer Life Cycle Experience belongs to everyone and no one. Every person within an organization who comes in contact with a customer is responsible for carrying the torch of customer service. And if you listen real close, your analytics can tell you what the customer wants. These and other insights were among those shared with us during this month's Tweet Jam.

NextPrinciples Offers Insights with New Social CRM Solution

Social analytics/CRM technology provider NextPrinciples is releasing a new solution called Insight-to-Action that the company terms an integrated social analytics and engagement platform for medium-to-large-sized users.

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