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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

Contact Center Infrastructure: It's Time to Assess Your Tools and Technology

Weigh your capabilities, identify weaknesses, and implement multichannel solutions that keep pace with industry standards and consumer expectations.

Customer Intent: Elusive, but Not Impossible to Obtain

When it comes to customer purchases, understand why they buy, not just what

Technology Alternatives to the Third-Party Cookie

Marketers need to be more proactive and attentive to privacy concerns.

Tips for Remote Selling During and After COVID-19

New channels have surely emerged, but existing customers keep their value.

ViewPoints

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.

Columns

Value, Not Volume: The New Bar for Good Marketing

The coming revolution in marketing is not simply a matter of increasing and improving use of digital channels. It rests on a better and better-integrated understanding of customers.

Emerging Technologies Can Keep Your Digital Hotel Solidly Booked

Virtual gathering places for customers benefit from collaborative and immersive apps like Zoom, virtual reality, and augmented reality.

Virtual Events Stink. Here’s How to Improve Them

With online conferences, let's have less hostage videos, more spontaneity

Data Links Disparate Technology Demands

"Every step you take toward being a data-forward marketing organization is a positive one."

Buyer's Guide Partners