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.

3 Ways to Deepen the Relationship Between You and Your Customers

Customers, particularly younger ones, aren't simply interested in products and services; they want to see that brands will stand up for shared values.

3 Ways Companies Can Harness the Power of Millennials in Today’s Digital World

Although winning over Millennials may seem daunting, companies have the opportunity to experience major growth if they are able to effectively cater to this generation.

4 Steps for Integrating Customer Care Automation Into Your Marketing Strategy

Consumers expect real-time, personalized engagement with brands—and brands are going to need customer care automation to provide it.

4 Ways to Grow Your Business with Gifting

When is gifting most impactful, and what type of gift is appropriate? Get started with these four ideas.

How Analytics and AI Make Efficient Sales Reps

Big Data and AI can be powerful tools in the sales landscape, creating more time for sellers and more revenue for your company.

Customer Sentiment Analysis: Finding Out How Your Customers Really Feel

Most companies, especially those with SaaS offerings, focus considerable attention on running programs to measure the health of their customers. Yet little is done to organize the data and mold it into a structured and purposeful record of customer sentiment.

5 Ways Small and Midsize Businesses Benefit From Structured Data

The not-so-secret sauce in this year's recipe for SEO success is something called schema, and here's why you should incorporate it into your marketing strategy.

Best Practices for Getting the Most Out of Customer Feedback

Your customers have exactly what you need to know about your business. What's better than getting the opinions of people who are actually using your products and services?

7 Cultural Changes That Matter for Your Company

These seven pillars of company culture directly affect how much employees like their jobs, and how well they do them.

How ‘Trigger Systems’ Can Maximize Your Multichannel Marketing

Have road maps in place to optimize the reach of your campaigns across multiple channels.

With Email Campaigns, How Much Personalization Is Too Much (or Too Little)?

For the best results, B2B sales emails need to find the sweet spot of personalization.

3 Reasons Why Enterprises Need the Growing Gig Economy

Companies are finding that, empowered by technology, the gig economy can solve talent, experience, and security challenges in ways that were not possible just a few years ago. One CEO from the call center industry weighs in with his perspective.

Loyalty Programs for the Data-Conscious Customer

What does the future hold for loyalty programs? With stricter data regulations and a growing awareness of the need for data privacy, new tactics are needed for earning customer loyalty.

3 Tips for Winning Customers with Emotions

Involving customers early and often in the customer experience design process can reap big rewards.

Your Customer Feedback Program Needs to Actually Engage with Customers

To build (or rebuild) customer trust and loyalty, companies should respond to feedback in a natural way that makes customers feel heard.

The Holiday Shopping Season Is Critical. Retailers Should Make It Less Critical

A smart, omnichannel, subscription-based approach that emphasizes customer relationships over transactional tactics, and converts customers' goodwill into recurring revenue, can keep the holiday cheer going year-round. Plus: five retailers show how.

Redefining the ‘Sales Conversation’: How to Get Sales Leads From Offhand Remarks

Sometimes the casual chit-chat that comes up in a business setting can be the cue for a deeper—and more fruitful—sales conversation.

4 Ways Video Can Strengthen Your Bond with Customers

Here's how to harness the benefits of video content to advocate for your customers and aid them in their success.

Why CRM Implementations Fail, and 8 Steps to Ensure Yours Doesn’t

A lack of planning can be fatal, but here are eight steps that can put you on the road to CRM success.

Stop Trusting Third Parties with Your Customer Experience

Customer loyalty and brand identity can be put at risk by trusting outsiders to provide what has now become the key element of the customer relationship—the experience.