crm posts, articles, and infographics

Stop MANAGING your customers and start ENGAGING them!

May 10, 2012 by Ivar Kroghrud
with 564 views

Companies are struggling with how to approach their customers in social media. The available technology is often narrowly focused and companies are intimidated by the fact that they need to stitch several technologies together in order to bridge the gap between traditional CRM and the tsunami of feedback data available in social media. [read more]

Accenture Takes Off with Social

April 30, 2012 by Robin Carey
with 1,190 views

Jason Breed, Social Media Practice Lead, Accenture

Although not generally known for its interactive expertise, Accenture has been providing e-commerce, content management and social advice to big clients like Marriott, Sony, Proctor and Gamble, and others since 2009. [read more]

The Role of Social Media in Complaints Management

March 27, 2012 by Kimberly Kingsley
with 2,172 views

iQoncept/shutterstock.com

Complaining to a company about their product or service used to involve a phone call, an email or a letter. The birth of social media has changed the rules completely. Organizations now need to be equipped to capture customer feedback via social media as well. But where does one draw the line? This article explores the new rules of customer service and complaint management in a social media world. [read more]

Social Media CRM & dashboards are NOT ready for Prime Time

March 23, 2012 by Bernard Martin
with 614 views

Anuwat/shutterstock.com

The focus of many companies who have now jumped into Social Media efforts has been to work out their strategy and tactical implementation but the tool sets they have to manage them aren't finished being built. Social CRM and Social Media dashboards are still in the development stage. No one has it right yet. Well, almost no one. It's not that they're not trying, the problem stems from what their perception of the requirements of what is needed by the consumer. Each approaches it from a different 'starting point" so the functionality, although similar, isn't quite the same. Let's take a look at CRM and Social Dashbaords separately & you'll see what I mean. [read more]

Insights 12 – What Needs to Be on Your Digital Agenda in 2012? Seven of 10 – Social CRM

January 24, 2012 by Paul Fabretti
with 481 views

If social media has anything going for it, it is metrics. Whether you are tracking awareness, driving traffic or looking at influencers, the number of metrics available to marketers is immense. One of the biggest problems though, is identifying which metrics meet which objective. This year we will begin to see the integration of social networking brand interactions alongside actual purchaser behaviour (CRM systems) which will provide insights we have rarely seen before. [read more]

Introducing the 'Customer Advertising Relations Digital Marketing' Firms of the Future

November 30, 2011 by Barry Feldman
with 780 views

The lines between what ad, PR and customer support professionals bring to the playing field have become murky. In a binary world, it’s a frustrating reality. Who’s the one? Who’s the zero? When you get a .5 do you round up or down? [read more]

Are You Building a Social Brand or a Social Business?

October 28, 2011 by Brian Solis
with 1,380 views

"What we tend to forget however, is that social networks are merely platforms for people to connect with friends, family and peers. Businesses are not the primary beneficiary of connections, but they can certainly benefit once they realize that a Like or follow does not equate to an opt-in for marketing communiqué." [read more]

Don't Let Customers Become Angry Birds on Twitter

September 6, 2011 by Tammy Kahn Fennell
with 1,101 views

Recently I learned a hard lesson in customer service. A customer tweeted me about an issue experienced after an update. I replied in 140 characters as my tweet field dictates and attempted to help. I thought it was a perfectly pleasant tweet, but I was met with a reply that included "please don't insult my intelligence." I was left scratching my head. Where did my attempt to help go wrong?Then I realized there were two things working against me... [read more]

Common Reputation Management Myths

August 29, 2011 by Michael Lewis II
with 598 views

" Google may be the biggest search engine out there but it is not the only one. Also getting rid of negative mentions is one of many stages needed to take in helping to defend your reputation online." [read more]

How Games Can Help Businesses Succeed In The Era Of Social Media

June 28, 2011 by kaushal sarda
with 2,059 views

Games are the best way for creating engaging experiences. Businesses should leverage this as a tool to create better experience for their customers across the life-cycle. [read more]

How Mobile Apps Are Transforming CRM

June 21, 2011 by kaushal sarda
with 1,409 views

With so many smart-phones in use, mobile apps can now truly transform the customer life-cycle. The article covers apps which are impacting every phase of the life-cycle from awareness, loyalty, product discover, point of purchase, and customer support. Businesses have an opportunity to leverage / learn from these apps to better engage with their customers. [read more]

Is Facebook Your New Call Center?

January 11, 2011 by Srinivas Penumaka
with 348 views

In our survey of 200 leading business to consumer Facebook pages, Social Yantra has identified that 34% of the posts from customers on these Facebook pages are “actionable”. Meaning, there is an opportunity for these companies to respond and actively engage in the conversation that’s been initiated by their customers on customer service and sales related topics. [read more]

Social CRM and Customer Advocacy Programs: Case Study

November 26, 2010 by Harish Kotadia, Ph.D.
with 3,993 views

In my previous post titled Loyalty Programs are Passé, how about Customer Advocacy Program?, I highlighted the importance of tracking outbound Word Of Mouth (WOM) on Social Networking sites and designing programs for rewarding Customer Advocacy behaviors like WOM. In this post, I want to elaborate more on the topic and explain how... [read more]

Experience on the Edge Podcast Episode 3 - holistic CRM, Oracle, and a new Forrester Report

October 20, 2010 by Paul Greenberg
with 725 views

Paul Greenberg, CRM thought-leader, takes on holistic CRM, Oracle, Forrester and everything else in his way. He takes a look at the way to look at social CRM as we enter a phase where it’s a major part of the conversation, but not of execution at companies. Though its individual elements are a part of execution. Then again, who adopted a holistic CRM strategy right from the get-go either? [read more]

Social Media Is CRM

October 15, 2010 by Pervara Kapadia
with 4,745 views

Social Media lends itself to Customer Relation Management. Infact Social Media enables CRM to increase the brand and customer connect, get interactive and be more receptive. Thus increasing the brand awareness, creating a positive brand perspective and thereby encouraging loyalty. This then leads to more sell and up sell. It also... [read more]

Social Media and CRM: Working together for better lead generation

June 21, 2010 by Foong
with 3,974 views

At the recently concluded Internet Week in New York, the Advertising Research Foundation (ARF) hosted a panel discussion on social media and its impact on CRM. The resounding message from the expert panellists, all big names in the advertising and marketing industry, was that sales and online conversations (a.k.a. social media) are now... [read more]

How Social Media is Changing CRM

June 6, 2010 by Aina Neva Fiati
with 2,484 views

There's no getting around it, social media is changing CRM in big ways. Social media allows consumers to spread their thoughts about different companies, their products, and their customer experiences. Whether it's a blog, a tweet, or a message on a FaceBook wall, consumers are making their voices heard — louder and faster than... [read more]

Lessons from the recession: Customer Service Spending Needs to Increase in Social Media and Field Service

May 21, 2010 by JoeHughes
with 898 views

One of the cool things about working in Customer Service CRM is that the landscape is always changing-always something to learn and do better. Over the past few years I've become increasingly interested in the phenomenon of social media and the effect it is having on customer relationships and how companies interact with their end-... [read more]

Beware the Social Media ‘Cone of Silence'

April 19, 2010 by Mike Johansson
with 1,227 views

Can social media suck you into believing you know everything? Absolutely. I call this phenomenon the Social Media Cone of Silence … and it could be deadly for you and your business. The “cone” is that space where you are so surrounded by online input that it feels like you're on top of... [read more]

Five Things a Busy Executive Should Know About Social Media

March 22, 2010 by Chuck Cantrell
with 1,639 views

A guide to survival if you are forced to participate. We are not all born to write, so why are so many more of us born to blog? And why exactly are so many companies expecting their executives to be great writers? It's a good idea for companies to share their voice and perspective with the... [read more]