Articles
Tag: social crm
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Do You Know What's in Your CRM?
Enterprises want more social capabilities out of their Customer Relationship Management (CRM) systems. But they may already have them — and just not realize it. Capterra, an Arlington, Va.
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Percolate Bubbles Up With Another $40M
Percolate caught attention from Forrester analysts because of its "bold vision for how social and nonsocial marketing fit together." Now that same vision is also catching attention from venture capitalists — again. Today, the start-up marketing technology firm is announcing that it has raised $40 million in Series C financing.
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Big Dogs Trail in Forrester's Social Relationship Wave
Some big software players jumped into Forrester Research's hearts for platforms that help digital marketers make the most out of social media. But they're not the leaders. In its Wave for Social Relationship Platforms for this quarter -- targeted at B2C marketers -- the Cambridge, Mass.-based research firm tabbed Oracle and
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Contact Centers Drive the Social CRM Revolution
With more than 2 million Twitter accounts established every day, social media presents a host of new challenges and opportunities in the realm of customer relationship management (CRM).
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Nimble Advances Social Relationship Platform, Enhances Integration
Nimble, a company that offers customer relationship management (CRM) software, launched a new version today with a host of updates, including integration with Google Gmail, Microsoft Outlook and Hootsuite. The announcement comes just a week after the company revealed a partnership with Microsoft to bring CRM to the Office 365
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B2B Social Media Marketing Presence All But Mandatory
B2B marketers will go anywhere and everywhere to get leads. It’s what keeps six out of 10 of them up at night: generating leads is their biggest challenge, according to data released this month by eMarketer.
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The Real Value of Social Media for Customer Service
Interacting with customers on social media carries risks and benefits for companies, but the opportunities can outweigh the risks when you understand your customer's needs, wants and habits and use this knowledge to shape your customer service. Social media usage is increasing at a frenetic pace, with more than 67% of all Internet users now participating on social networking sites. This is
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Four Steps for Making Social a More Useful Part of Your CRM
The pundits in the CRM world love to point out that, at some point, the term “Social CRM” will go away and we'll just describe those social media-enabled capabilities and operations as “CRM” with no prefix.
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Aspect Survey: Customers Have Control, But Are Unhappy with Customer Service
Four out of every ten customers would rather experience a trip to their Department of Motor Vehicles than contact customer care. With all due respect to your local DMV, that’s a sobering reflection of the state of customer service, but only one of many in a new survey sponsored by
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SugarCRM Tightens NextPrinciples Partnership to Bring More Social Insights to CRM
Leading up to its annual SugarCon event this month, SugarCRM has announced an expanded partnership with NextPrinciples, a social analytics company. Social Insights Need Action SugarCRM has been waving the social banner for a few years now, even joining the OpenSocial Foundation last summer, so its latest move is completely
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Customer Communities Require Customer-Centric Thinking
A community, by definition, is a group bound together by common interest. In your case, it’s an interest in your brand, products and services. And as in any relationship, there are steps you need to take to make your community grow and flourish.
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Report Finds One Fifth of Companies Still Struggling with Social Customer Care
Nearly one-fifth of large organizations are still determining their approach to social media, and only about a third say they are proactive in their social customer care. Those are some of the takeaways in a new report, "How Companies Are Supporting the Connected Consumer." The report, conducted by customer
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Customer Relationship Management as a Customer Experience Differentiator
In the annals of enterprise information technology, Customer Relationship Management (CRM) has a storied, if not necessarily checkered past. The term has been associated with expensive implementations with hard to measure returns.
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Why Extending CRM is Critical to Meeting Customer Needs
Remember when the front office and the back office were separate things? When the folks who actually spoke to the customers had to dress nicely and even bathe daily, and use manners and speak in clear and coherent sentences, because they were the only representatives your customers would ever see?
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