Social CRM

Modernizing customer relationship strategies for some companies means refining their CRM platforms to encourage customer loyalty. Today, the customer experience journey can no longer fully succeed without bringing social media channels into the mix.

Regardless of how the Twitter acquisition turns out, it looks like the big winner will be CRM, both the industry and the ticker symbol.

Virtual or hybrid work environments are likely to become standard fixtures for organizations. Knowledge management will play and imperative role, as the need for collaboration and the ability to share and find organizational information virtually, and at any time, only increases.

Automation is the key to future-proofing a company’s customer service journey. Oracle’s innovative solutions solve two inherent stumbling blocks with turn-key effectiveness. One is providing effective customer service by having the ability to respond to every customer’s unique issu...

Businesses across all industries are competing in the experience economy. The best way to stand out from the competition and retain customers is with optimal customer experiences, according to cloud technology firm Oracle. While this sounds simple, differentiation is a daunting task for many busines...

First, cloud-based CRM democratized business information, then it erased the distance between customers and vendors. Now it is poised to expand into other areas with similar democratizing opportunities. I am speaking about how we work -- at least those of us in the knowledge economy -- but there's a...

One of the big marketing decisions confronting e-commerce vendors today is whether current performance is good enough. Online vendors need to consider their customers' shopping experience in order to assess existing barriers to stronger shopper responsiveness to digital storefronts. For retailers wh...

Three announcements at Dreamforce tell a credible story of the future in which algorithmically driven assistance drives business -- and much more. We've long known that we can't manage what we can't measure, and measurement requires data to deliver real information. These announcements provide an in...

The front office is moving out the front door and into the world. Actually, it's exiting via the Internet, the windows and side doors, to form the basis of what will be the 'next normal' or whatever future historians want to call it. For a while, when we were just dabbling with mobility and social m...