Social CRM

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.

Features

Conversational Marketing: Ads with Instant Results

Chat-infused advertising is digital marketing without the wait

Companies Find Gold in Identity Resolution

Advanced solutions can now sift through customer data from many sources to create a single ‘golden record'

How to Empower Agents to Become Super Agents

With artificial intelligence handling simple tasks, agents need to develop new skills to meet customer expectations

Social Customer Care Requires Compassion

Companies can't rely solely on canned responses. Some interactions require a human touch

ViewPoints

5 Marketing Lessons Everyone Can Learn From Beer

Customer loyalty is clearly not what it used to be. To thrive in today's intensely competitive environment, beer marketers have grown to rely on these data-driven insights that any marketer can appreciate and use.

Voice of the Process: Don’t Just Watch What Customers Say, Watch What They Do

By capturing and analyzing actual customer behavioral data, you can close the voice-of-the-customer blind spot, understanding consumer needs through their actions.

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.

Columns

Data Is Useless (at Least on Its Own)

Marketers should view data as just one ingredient in a successful recipe

Customer Engagement Has a New Destination: the Digital Hotel

Branded social communities can be re-imagined as rooms hosting private meetings, public seminars, and places to socialize

The GDPR Needs to Have Its Teeth Sharpened

To not follow through on the enforcement side does everyone a disservice

Storytelling in Business: Art, Science, Necessity

You have to make customers connect with you in a personal way

Buyer's Guide Partners