Who Owns the Social Customer?
CRM magazine's in-depth report on the state of social media in CRM.
Social Media from A to Z
An alphabetical glossary of what you need to know about social media.
Maturity and Social Media: You'll Be Social (Soon)
CRM magazine's Social Media Maturity Model, the launching pad for a discussion of the next five years of social media.
Strategy and Social Media: Everything’s Social (Now)
You may not know what you're doing — but your customers do. If the time to act is now — does that mean it's too late to plan?
Sales and Social Media: No One’s Social (Yet)
Social computing is still working its way into the consultative sales process. For most sales forces, that's just fine.
Marketing and Social Media: Everyone’s Social (Already)
Your customers are increasingly connected — to you, to your competition, to each other — but you're not supposed to be the center of every network.
Service and Social Media: You’re Not Social (Enough)
Communities and channels are rapidly expanding — and your company needs to at least know its place in all of them.
Sales in the Facebook Era
An exclusive excerpt from the new book, The Facebook Era: Tapping Online Social Networks to Build Better Products, Reach New Audiences, and Sell More Stuff, by Salesforce.com's Clara Shih.
Social Media Spawns a New Era in Customer Intelligence
Customer attitudinal information is what companies have been clamoring to obtain for years.
The New Currency of Social Media
Active engagement gives us a chance to better understand the customer.
The New Interaction of Social Media
Beyond marketing, the popular tools and techniques can also serve as a channel for support.
The Tipping Point
The 5 Phases of Social Experience
The social Web is about to evolve — again. Are you ready to evolve, too?
The New Maelstrom of Social Media
We're awash in social networking data. Do we really want our businesses drowning in it, too?
Pint of View
The New Connections of Social Media
I don't care to belong to any social network that will accept me as a member.
If you expect employees to stay within the lines, you need to draw the lines first.
Poking Holes in Attrition
Social networking has the potential to transform the day-to-day operations of customer service representatives.
On the Scene: Users Converge
Microsoft Convergence '09: Microsoft and its user groups extend face-to-face with @-to-@.
Required Reading: Socially Aware
The co-author of Throwing Sheep in the Boardroom explains why it's not so easy for companies to simply hop aboard the social media bandwagon.
CRM on Twitter: June 2009
Social media thought leaders, twittering about social media.
Social from the Inside Out
By focusing on connecting employees, a socially entwined culture benefits clients.
A Travel Company’s Tweet Deals
Quality time — and high-quality engagement — on Twitter helps CruiseDeals.com extend its brand and develop leads.
Infusing Social Communities into Service
With Helpstream's on-demand offering, Infusionsoft bolsters its customer support.
Investing in Knowledge Management
Financial software developer Advent uses InQuira to show it's what you know and who you know.
Secret of My Success
A Community Gives Pitney Bowes Its Stamp of Approval
A forum designed to address one problem evolves into an enterprise asset.
Re:Tooling -- Social Networking Platforms: Making Social More Social
Capable of far more than pokes, tweets, and zombies, vendors begin to connect with social software platforms.