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Articles: Social CRM
Listening to customers should precede any foray into social media, the former leader of @ComcastCares advises
Online communities foster customer loyalty by doing what traditional contact centers cannot
Smartphones allow consumers to share their in-store experiences moments after they happen
Companies need to shift from a "me first" to a "we first" world, author warns
Valued at $326 million, the acquisition brings social media monitoring platform to CRM giant
Businesses and consumers have different perceptions, according to social CRM study by IBM's Institute for Business Value
Leveraging sites like Facebook and Twitter is critical
Colloquy research finds that shrinking budgets are turning consumer extroverts into shrinking violets.
The latest release allows enterprises to reshape customer loyalty through their customer service organizations.
U.S. consumers are willing to spend more with companies that get service right, according to an American Express survey.
How to ensure Groupon and LivingSocial won't damage relationships
Low cost and communities top the list
IBM survey highlights trends, cites an "urgent need to turn data into actions"
The snack food manufacturer collects 1.5 million new "likes," it will thank fans for the accomplishment with give-away.
The solution combines many social media and customer service tools in a single offering.
New solution is integrated with Salesforce to provide Facebook-style updates.
A new survey by Really Simple Systems finds growing use of social media and cloud-based CRM systems among small and midsized firms.
Partnership with Radian6 enhances social media monitoring with tools for querying, analysis, and crafting customer service responses.
B2B Social Demand Generation
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