Social CRM

NextBee has spent the last several months developing integration links to connect its referral and customer service products to the major CRM applications, including Salesforce, NetSuite and Microsoft Dynamics. The general idea of the integration is to combine NextBee's ability to track activities a...

There was no end to the enterprise interest in mobile CRM in 2013. From apps to innovative text marketing campaigns to self-service tablet applications for B2B industries, companies were gleefully trying out new pilots and experimenting with new technologies. Why? Simply this: Computing has reached ...

Software Advice recently unveiled an interactive tool designed to help companies navigate the complex and confusing social media software market. Called "Social App Map," the tool is designed to serve as a guide for potential software buyers as they start to evaluate the many different vendors and o...

The Federal Communications Commission last week voted to reconsider the ban on mobile phone calls during airplane flights, unleashing a collective cry of angst from travelers not wishing to be forced to listen to the tedious conversations of neighboring passengers. Coupled with the Federal Aviation ...

Technology and social media give businesses new ways to interact with customers, to build stronger and longer-lasting relationships, and to create two-way conversations that lead to better products and happier people at both ends of the conversation. They also allow dumb businesses to expose their i...

Moxie Software, a provider of enterprise social software, has updated its Spaces by Moxie suite of applications with new features in its Chat Spaces, Email Spaces and Knowledge Spaces modules. Moxie Software's user base tends to be large B2C companies that have high-volume interactions with their cu...

Before speaking with a reporter recently about the latest upgrade to his company's CRM platform, Nimble CMO Eric Quanstrom ate his own cooking, so to speak: that is, he used Nimble to learn as much about her as possible. A few keystrokes later, he knew where she went to school, her hometown, other b...

Businesses and consumers instinctively understand the importance of customer feedback. Customer engagement represents a potential source of continuous improvement and competitive advantage for businesses. Consumers want to be heard and shape the products and services that impact them. Having advise...

I go to a lot of conferences. Usually they're a combination of customer user group meetings and analyst days, and we all hear more or less detail about product futures, new functions and features, and policy rollouts. If you know how to look at these events, you can see a certain scene repeated: A c...

Some brands' mobile CRM efforts amount essentially to creating versions of their websites that are visually friendly to mobile users. Others make mobile an integral part of their CRM strategies. Case in point: Arby's, which earlier this month debuted a new item on its menu -- the Smokehouse Brisket ...

Microsoft on Monday announced the availability of its latest version of Dynamics CRM along with a new partnership with InsideView that adds social intelligence capabilities to the CRM system. Available for purchase starting Oct. 31, Microsoft Dynamics CRM 2013 offers a number of new features and cap...

It is difficult to overstate the importance of social CRM to retailers given the almost tailor-made suitability of Facebook, Twitter, Pinterest et al. for reaching out and engaging with customers. What's less clear, however, is exactly how retailers should use social CRM to talk with those customers...

A little while ago I wrote about New Coke and the time in the 1980s when Coca-Cola tried to change its formula without much prompting from customers. As you may recall, especially if you were alive and drinking the stuff at the time, the customers didn't much like it. They were miffed about the new...

Imagine you're walking down a city street heading for a vegan restaurant that you've heard good things about. You get to the address only to discover it has gone out of business. Hungry and disappointed, you pull out your smartphone and wail to the Twitterverse, "Veggie Delight is closed! I'm starvi...

There's always been a dichotomy between the promise of CRM and the reality of CRM. The promise is something like this: CRM can become the nucleus of your business, unifying sales, marketing and support around a shared set of data about your customers. Not only will it make your relationships with yo...