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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.

Relationship Marketing and the Art of the Post-Purchase Marketing Funnel

The sell doesn't end after the sale. Here's what agencies should do to keep customers engaged and invested in their products.

5 Factors for Balancing Automation and the Human Touch for Superior CX

It's a question of balance: Navigating properly between automation and the human touch can create impactful customer experiences at scale.

Never Mind the Metaverse—Social Shoppers Are Here Now

The competition to develop social commerce solutions is really heating up, underlined by the velocity of innovations, acquisitions, and integrations.

Using Data, AI, and Customer Engagement to Create the Total Experience

Information-driven systems can bring the complete customer experience into existence by connecting every dot of data and putting it right at the fingertips of your employees—sales teams, marketing teams, support teams, operations, developers, and more.

Real-Time Interaction Management Is Key for Personalization and CX

Learn how real-time interaction management (RTIM) helps organizations translate current customer data into relevant experiences that provide value at each step in the customer journey.

5 Trends That Are Reshaping the Market Research Industry

Market research continues to play a crucial role in analyzing real-time market trends, competitive benchmarking, and customer intent behavior to provide that niche insight on which business decisions can be based.

It’s Time to Make Relationships the Center of CRM

Here's what #relationshipgoals looks like in the business world—when we pay closer attention to, and score, our professional relationships like we do our personal ones. Relationships and retention are key foundations that every business needs to dial in to drive revenue.

Forget User Experience—Marketers Should Focus on Human Experience

Fostering engagement means marketers need to think about their audience as humans, not just as users, setting the brand apart from others by focusing on the aspirations and emotions behind decisions.

Top 5 Lead Generation Strategies for 2022

B2B lead generation is not a cakewalk, but these tactics can help capture the attention of leads, bring them to the sales funnel, and convert them to clients.

7 Ways to See Your Business From Your Customers’ Perspective

Successful business leaders want to deeply understand the business—its products, employees, and competitors—and experience it as their customers do.

Algorithmic Retail: A Formula for Marketers to Connect with Customers

Retailers must extend their frontiers from analytics to artificial intelligence and algorithms, creating a differentiated brand experience and winning the long-term race for customer loyalty.

Inconsistent Communication Is Costing You Customers. Here Are 5 Ways to Help

Consistency is vital to move the needle on both CSAT and performance. But growing globalization and new, complex trends have compounded the challenge of inconsistency—and multiplied its impact on results. Here's what to do about it.

The 3 Dos and 3 Don’ts of Successful Customer Onboarding

Avoidable customer churn is costing businesses over $136 billion a year, and the main reason customers leave in the first year is because they never got value from your product in the first place. They fail to launch.

How AI Is Reimagining the Customer Experience

Customers know that AI-driven tools exist for personalizing the experience because they encounter the technology everywhere they go online: Amazon, Netflix, Spotify, etc. Fortunately, organizations of all sizes can use AI-driven tools to power their customer experience and compete in the big leagues.

SMS Marketing: How to Generate, Nurture, and Convert More Leads with Text Messages

Text message marketing holds massive potential for lead generation, but only if executed correctly. Here's a guide to maximize your SMS success.

Conversational Mobile Messaging Can Personalize Engagement—and Build Brand Equity

Brands need to interact with diverse customers across many platforms and make those interactions more personable and efficient, not to mention superior to those of their competitors—and conversational messaging is the latest frontier to maximize that engagement.

How Brands Can Drive Emotional Connection in the Digital Era

The pandemic showed that entertainment brands can't always count on in-person engagement. Here's how to foster an emotional connection that will last.

5 Key Customer Loyalty and Engagement Trends for 2021

Now is the time to anticipate and strategize for the post-pandemic changes in outlook and behaviors.

As CX Leaders Learn to Adapt, Here Are 4 Lessons to Keep in Mind

While it's easy to be overwhelmed by all the change, it is also an opportunity to go back to the basics and refocus efforts as we look to and plan for a new and forever-changed 2021.

Brand Loyalty Hinges on Emotional Connections

Companies can build lasting loyalty by forging an emotional, purpose-driven connection—and by designing loyalty programs that reflect and promote their brand values.