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The Tipping Point

Use Business Cases as an Opening and Closing Tool

They are a perfect way to assist your customer in due diligence while building trust

Make Customers Your Best Salespeople

The advocacy of a satisfied customer can make all the difference in B2B sales

It’s Time to Deploy, not Dabble with, Social CRM

Don't miss out on engaging with customers in a meaningful way

Automating Customer Service Means Striking a Balance

Too much automation can leave customers feeling put off

6 Data Categories Your CRM System Should Be Capturing

Go beyond contact information to connect with clients on a deeper level

CRM Analytics: Shifting the Balance

What's relevant to customers and sustainable for businesses?

Rx for Social Intelligence Center

Mix skilled workers, listening platform, and measurable objectives

Social Media’s Advocacy Paradox

Businesses and consumers have different perceptions, according to social CRM study by IBM's Institute for Business Value

The Right Customer Experience Strategy

It varies from "tailored intimacy" to "customer self-service"

Marketing Beyond the Cloud

Technology and strategy convert customer interactions into actionable insight

The Service Provider–Customer Paradox

Fewer consumers are switching, but that doesn't mean they are happy

Pick a Strategy Before It Picks You

Social media engagement requires a well-thought-out enterprise-wide approach

Analyzing the New Customer

Customer analytics are emerging as a competitive advantage.

Consumers Depend on Us

Being friended or followed is desirable; fostering trust is more important

Intimacy Issues

You can enhance customer intimacy in ways that didn't exist until very recently.

Marketing on a Leash

Tight budgets and heightened expectations combine to pose a challenge.

Navigating the Vendor Landscape

A leading analyst firm assesses the CRM marketplace.

The Cautionary Tales of CRM

Words of wisdom drawn from decades of disappointment.

Five More Community-Prep Steps

Sure, you've covered the basic guidelines—but you're not ready yet.

The New Behavior of the Social Customer

Divining the right path requires the right data.