Online communities foster customer loyalty by doing what traditional contact centers cannot
Don’t Forget the “C” in Social CRM
Listening to customers should precede any foray into social media, the former leader of @ComcastCares advises
Socially Graceful CRM?
Why the old rules of etiquette no longer apply
Geolocation: Advertising's Future or 1984 Revisited?
The promise of sending tailored ads to customers' mobile devices is appealing, but privacy issues remain
Geolocation: The Major Players
Why Should I Trust People Like Me?
Mobile CRM: The Quiet Explosion
Growth is sparked by the iPad's popularity among businesses and the ability to send actionable insights to sales reps
Use Social Media Proactively
Leveraging sites like Facebook and Twitter is critical
The Tipping Point
Social Media’s Advocacy Paradox
Businesses and consumers have different perceptions, according to social CRM study by IBM's Institute for Business Value
New-Gen WFM Solutions Make a Real Difference
But many contact center offerings require a trade-off between accuracy and ease of use
Pint of View
Thank You For Your Business
Eagerness makes a difference to customers
Radian6 Deal Enables Salesforce.com To Monitor the Social Web
Valued at $326 million, the acquisition brings social media monitoring platform to CRM giant
Radian6 Sees Cloud Computing As Future of Marketing
Overshadowed by news of a deal with Salesforce.com, Radian6 user conference stresses need to engage with customers, not bombard them
Can Mobile Help Clarify Confusion Over Reforms?
New federal laws have "thrown everything up for question"
Required Reading: There's No "I" in Company
Companies need to shift from a "me first" to a "we first" world, author warns
Post While You Shop or Eat
Smartphones allow consumers to share their in-store experiences moments after they happen
Reigniting Fireclay Tile’s Outdated Flame
Transition to Salesforce CRM brings savings, ease of use
Rural Arizona Drives Home Service
Pinal County speeds responses and cuts costs by switching from a hosted to an on-premises contact center suite
Pizza Chain Goes Extreme on Facebook
The San Francisco company partners with eWordofMouth to generate a 99 percent increase in Facebook "likes"