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Articles: Enterprise CRM
Communities and channels are rapidly expanding — and your company needs to at least know its place in all of them.
Your customers are increasingly connected — to you, to your competition, to each other — but you're not supposed to be the center of every network.
An exclusive excerpt from the new book, The Facebook Era: Tapping Online Social Networks to Build Better Products, Reach New Audiences, and Sell More Stuff, by Salesforce.com's Clara Shih.
Social computing is still working its way into the consultative sales process. For most sales forces, that's just fine.
A forum designed to address one problem evolves into an enterprise asset.
With Helpstream's on-demand offering, Infusionsoft bolsters its customer support.
Capable of far more than pokes, tweets, and zombies, vendors begin to connect with social software platforms.
CRM magazine's Social Media Maturity Model, the launching pad for a discussion of the next five years of social media.
The co-author of Throwing Sheep in the Boardroom explains why it's not so easy for companies to simply hop aboard the social media bandwagon.
Microsoft Convergence '09: Microsoft and its user groups extend face-to-face with @-to-@.
Social networking has the potential to transform the day-to-day operations of customer service representatives.
The social Web is about to evolve — again. Are you ready to evolve, too?
An alphabetical glossary of what you need to know about social media.
If you expect employees to stay within the lines, you need to draw the lines first.
Beyond marketing, the popular tools and techniques can also serve as a channel for support.
CRM magazine's in-depth report on the state of social media in CRM.
Customer attitudinal information is what companies have been clamoring to obtain for years.
New research finds that companies failing to actively monitor the channel for user-generated content risk falling behind.
A new Aberdeen Group report contends that BI could cost your organization more than you think, but some investments can help avoid budget blunders.
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