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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

Putting Your Business to the Text

Now's the time to integrate third-party messaging into your customer service channel mix.

Tools Can Now Uncover Real-Time Customer Behavior

Companies can respond in real time when they know what customers will do in real time.

CRM’s Storied Past

The milestones that brought CRM to where it is now

CRM Has a History of Aspiration, Accomplishment, and Automation

Analysts reflect on an industry that has seen many challenges overcome and others yet to be resolved.

ViewPoints

3 Ways B2B Marketers Can Stay Top of Mind

Sticky messaging and memorable content can help buyers think of you when they're ready to purchase.

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.

Columns

With All the Tools Available, You Only Have Yourself to Blame for Poor Service

Many customers (like me) are not shy about expressing their displeasure with companies when they fail to meet expectations.

You Can’t Duck the Metaverse

And you shouldn't want to: This is where your customers will go next.

A Trip Down Social Media’s Memory Lane Uncovers Emotions

And it's not just social media; CX can produce memorable (hopefully positive) feelings.

Understanding the Metaverse Economy

Enterprises will be able to bring their physical and digital presences together.

Buyer's Guide Partners