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.

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Enjoy Your Stay Where Great Customer Service Is Non-Negotiable

A Q&A with Horst Schulze, whose ultra-luxury Capella Hotel Group features an intense focus on personalized service, reflecting its founder's career of putting customers at the center of everything

Sam Del Rowe // 07 Feb 2019

Chat Is the Channel of Choice, For Now

Customers and companies like chat, but that could change as new channels emerge

Sam Del Rowe // 28 Dec 2018

To Market Events, Make Them Memorable

It's important for attendees to remember the company, and for the company to remember attendees

Phillip Britt // 01 Jan 2019

Meet Customers with Messaging

Customers are using messaging apps, so companies need to adopt them too

Sam Del Rowe // 30 Nov 2018
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Best Practices for Getting the Most Out of Customer Feedback

Your customers have exactly what you need to know about your business. What's better than getting the opinions of people who are actually using your products and services?

Danielle Canstello // 19 Feb 2019

7 Cultural Changes That Matter for Your Company

These seven pillars of company culture directly affect how much employees like their jobs, and how well they do them.

Chris Dyer // 14 Feb 2019

How ‘Trigger Systems’ Can Maximize Your Multichannel Marketing

Have road maps in place to optimize the reach of your campaigns across multiple channels.

Mike Schaffer // 06 Feb 2019

With Email Campaigns, How Much Personalization Is Too Much (or Too Little)?

For the best results, B2B sales emails need to find to find the sweet spot of personalization.

Sydney Sloan // 04 Feb 2019
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5 Building Blocks for Digital Transformation

Keeping up in these areas lowers your company's risk of being disrupted

Barton Goldenberg // 20 Feb 2019

Is Customer Service Ready for the Nonstop Chatter of Messaging Apps?

When the going gets weird, the weird turn pro

Ian Jacobs // 15 Feb 2019

Storytelling in Business: Art, Science, Necessity

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

Paul Greenberg // 08 Feb 2019

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

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

Michael Vickers // 01 Jan 2019
Case Studies
Reports & Research
Best Practices Series
Buyer's Guide Partners