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
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.