Articles
Tag: socialcrm12
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Top Three Weekend Reads: Life Outside of SharePoint, Walking the Social CRM Walk
We didn't believe it could be, but this week contributor Jed Cawthorne showed us that life without SharePoint is possible. Top Three 1. Contributor Jed Cawthorne is here to show us the light at the end of the SharePoint tunnel, sharing some hard earned wisdom from years of evaluating Enterprise
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Bad, Very Bad, Awful Ideas - The Canned Social Media Response
Have you ever had a moment when you heard something so doomed to fail, so absolutely guaranteed to result in catastrophe, that it made you feel for a split second like you were falling? I’m talking about that Wile E. Coyote-style, floor-falls-away feeling that hits between the moment you
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Customer Experience Frustration Points and Their Consequences
Accommodating today’s always-connected, app-enabled customers who interact with brands through multiple devices requires turning many of our thoughts about customer service inside-out. More than two-thirds of customer experience professionals say their firms seek to differentiate based on customer experience.
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Putting the Social into Customer Relationship Management
The customer has always been king, but social media -- Facebook, Twitter, texts, chat, forums and email -- have profoundly affected customer expectations, giving them more power and influence and changing customer relationship management in ways we could never have imagined even a decade ago.
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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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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 Experience: What Customers Want, What the Enterprise Must Do
The more things change, the more they stay the same, right? In customer experience, it’s a bit of both. What remains unchanged is the expectation of getting what you signed up for and hopefully being delighted. What has changed is what delightedness actually means.
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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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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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