Articles
Tag: social crm (page 3)
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Revamping Customer Support in the Era of Customer Experience
Over the last 10 years social technologies have dramatically changed the way we work together and interact with customers. This is having a profound impact on how companies approach customer experience, support and documentation.
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Tweet Jam Reminder: Socializing Customer Relationship Management Today #CXMChat
It's that time again, we're only a few hours away from our Socializing Customer Relationship Management Tweet Jam. We have a great group of panelists lined up to provide their thoughts and insights into how businesses have turned to social media channels to engage and retain their audience.
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Content and Community as a Corporate Asset
What is the monetary value of 1,000 Facebook Likes or 900 Twitter followers to a business? Nothing kills the social media love fest faster than the probing mind of a Wall Street fan.
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The Pursuit of Social Business Excellence Is Not About Technology
So many business executives inadequately equate the concept of social business transformation with the use of social media. Social collaboration is not just about social media, tools, lean processes and management methodologies.
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Social Data Can Help Keep Your Customers Happy
Social is such a hot topic these days that it’s understandable that it is the first thing we think of when addressing customer issues. But good business people don’t stop there.
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This Week: Lynch Slaps Down HP Fraud Allegations + Obama's CXM Election Debt
HP & Autonomy Pointing Fingers What started as a US$ 11b acquisition story is now a tale of cheating and scheming. HP says Autonomy cooked the books. But former Autonomy CEO, Mike Lynch, says it's not true -- that HP's politics and business practices are the reason behind Autonomy's financial
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Overview of: Social CRM Using Microsoft Technologies For Real Business Benefits #spc12
This session was unusual at a Microsoft SharePoint Conference for two reasons. Firstly, the session was part of the all new “Business” track for non-technical business decision makers. Secondly, it was about Dynamics CRM, and this is the first time I remember the Dynamics products making an appearance at
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Customer Value: It's About a Bigger Pie
By focusing all their customer relations on getting that final transaction, companies are thinking too small. Earlier in the year, I reflected upon an article that appeared in Harvard Business Review. The title of my article was: "It Is About The Relationship Not The Transaction.
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React, Adapt and Monetize Complex Customer Relationships
What is the ROI of social customer relationship management? Increased customer engagement? Message amplification? Traffic referrals? While there is no one indicator for success, many would argue that converting prospectives into customers is key. In order to monetize the customer experience, businesses must cultivate and leverage customer relationships.
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CMSWire's November Tweet Jam: Meet the Panelists #CXMChat
On Wednesday, November 28th, it will once again be Tweet Jam time. This month we'll be concentrating on Socializing Customer Relationship Management and have lined up a great group of panelists. The Questions Businesses are moving beyond using social media to gather followers and likes.
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8 Ways Businesses Can Use Facebook and Customer Relationship Management
CRM + Social = Power. Social media is the latest and greatest tool for customer relationship management, learn how to use it to your advantage. Believe it or not, there are still naysayers out there who believe that social media and social media marketing are fads. Obviously I disagree.
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This Week: Study Finds Marketing Tools Lacking + Were Social Business Predictions Right?
Marketers Need the Right Tools A recent cross channel marketing study says marketers are poorly equipped. Part of the reason may be that marketing tools need to be better integrated. For those marketers tied up in proving their worth, here are 5 steps to measure ROI on customer experience. Social Business in 2012 It was
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IBM's Larry Bowden: Social Media, Sentiment Analysis, Rich Media Help Break Down CIO/CMO Silos
The growing marketing and customer care related trends of social media, sentiment analysis and rich media are helping break down the traditional silos between CIOs and CMOs, according to Larry Bowden, VP of Web Experience for IBM. Bowden discussed these trends and the increasing “de-siloization” of the marketing and
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Get Satisfaction Adds Marketing, Feedback Features to Free Customer Engagement Platform
Online communities, how do they work? Seventy thousand of them live on the free Get Satisfaction platform, a system of message boards, customer support and marketing features. That free platform now has a few added features that were previously only available from the paid versions.
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