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Social CRM > Viewpoints

Social CRM, or social relationship management enhances the customer relationship and lead interactions through the use of social networking on sites such as LinkedIn, Twitter, or Facebook.

5 Rules for Customer Engagement in Challenging Times

Sales is about much more than the dotted line. In this environment, the customer's end-to-end journey with you is beyond crucial. Here are some best practices to help guide your customer journey through the crisis.

3 Ways to Tie Artificial Emotional Intelligence into the Customer Journey

With so many interactions having moved from face-to-face to online, it has become more important than ever to be able to gauge emotions from afar. Today's AI is increasingly up to the task.

Customer Sentiment: The Missing Metric in Monitoring

Hearing firsthand what customers are saying about your digital products and services might be the most powerful monitoring tool of all, helping you maintain a picture of real-world user experience.

Selling While Sheltering: How Businesses Can Avoid Customer Disruption and Serve Internal and External Needs

In the face of COVID-19, you must have a plan to weather the storm and a plan for when the storm passes. Sales teams must find a way to keep a level head and keep moving.

8 Business Ideas to Engage Customers Right Now

To remain strong and prepare for the other side of this crisis, what can a business do today? We offer these eight ideas, even a couple that dip a toe into promotions, to help cut through customers' in-box clutter and help your brand stay relevant.

Content Localization 101: 9 Tips for Delivering the Right Message to a Global Market

In uncertain times, making sure you're getting your message across in the right way is critical. Here's how content localization can help ensure you're reaching your audience, not alienating it.

Online Communities Can Keep Marketing Insights Going During COVID-19

As humans beings we yearn for connection, especially in difficult times. Yet our desire for connection is in direct contradiction to the mandate for physical separation. Virtual tools like online insight communities can deliver the research you need now—and be a welcome respite from people who are feeling isolated in containment zones.

Happier Together: 4 Steps for Merging the Customer and Employee Journeys

Despite the growing attention to customer experience, one component is still commonly overlooked: the employees responsible for delivering it. Zippering customer and employee experiences together creates an all-around stronger and more integrated business model.

3 Tips for Creating a Solid Customer Success Initiative

By making customer success a top priority, you'll drive customer value, identify hidden opportunities, and pinpoint sources of friction and respond with solutions that benefit your entire customer base.

Why Businesses Need to Manage Customer Feedback—Wherever It Appears

Your customers are giving you valuable input through formal reviews and unstructured feedback across the entire digital world. To get a complete view of customer insight, you have to think of feedback as an ecosystem, and you'll need to manage your reputation across a broad set of sites.

Customer Churn Got You Down? 4 Tips to Increase Retention

Don't spend thousands of dollars trying to find and woo strangers, ignoring the people who already know your brand. Companies that neglect their fans for too long inevitably lose those valuable customers to businesses that know how to show a little appreciation.

CRM Has Evolved to Help Those Who Help Others: Charities

Funding cuts, data protection concerns, and ever higher donor expectations have made it harder than ever to attract and retain donors. But advancements in data collection and analytics can help organizations understand what motivates donors to give, and what discourages them from doing so.

Real-Time Journey Analytics: Maximizing the Customer Experience with Every Interaction

In today's hyper-connected sales environment, businesses require more than surveys or the Net Promoter Score to gain a comprehensive view of the customer. Scalable, cloud-based customer journey analytics give companies their best chance at identifying unmet CX needs.

Make Your Email Preference Center a Priority and Your Customers Will Reward You

The email preference center represents the best of both worlds: Prospects and customers can control the communications they receive, and marketers get to send better-quality, more targeted communications.

How Emojis, GIFs, and Other Visuals Can Boost the Customer Experience

Customer emotions can be hard to gauge in your CX efforts, but visuals such as emojis and GIFs can help companies crack the code on customer feedback.

Redefining SEO in the Age of Digital Transformation

To give today's customers what they truly desire, it's imperative to look at SEO in a whole different way. Here's how to redefine your SEO best practices to further boost search engine results.

Drive Customer Engagement Results With Customized, Flexible Communications

Today's business communications must be able to infuse the customer experience with the perfect blend of technology-driven intelligent interactions and personalized service.

An Introduction to Sentiment Analysis, the Next Great Customer Experience Tool

This technology can help classify customers' moods based on their reaction, reviews, or other input, enabling you to make the adjustments that will keep your customers happy and coming back.

Humans, Not Bots, Will Convert Browsers Into Buyers

If you want to effectively engage with browsers and convert them into customers, you need to connect them with the right people—people who already appreciate and love your brand and use your products every day.

4 Ways Mobile Technology Is Enhancing the Travel Experience

The desire for friction-free travel experiences is leading to innovative options for flyers, allowing them to manage their experiences almost entirely from their mobile devices.