Social CRM

Technology allows businesses to take care of customers in new and different ways. Think of the multiple options we have for customer service with many businesses today: phone, chat, text, email and sometimes social media channels. They all have their own nuances, and they all place specific demands ...

CRM has always purported to be about relationships, but it's often used primarily for sales. That's kind of a good news, bad news situation. The bad news first: CRM got a bad rap when it didn't become a sales panacea (mostly for adoption issues). The good news: It exposed a void in the mix that mark...

Fueled by its recent infusion of $40 million by Goldman Sachs to invest in sales and marketing, SugarCRM plans to focus on "the nontraditional use of CRM," said VP of Marketing Jennifer Stagnaro. "That is, we plan to go beyond the traditional uses of sales force automation and customer service and m...

I have written often about the connection between CRM and economics, almost as if one explains the other. While I still believe it in part, my thinking has evolved and become more nuanced over the last 15 years to the point that today I want to discuss my evolution. Social science is for me the obvi...

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...

Further proof that the NSA surveillance scandal is impacting the United States IT industry came on Friday with the publication of a study conducted for Canadian Web hosting and cloud services provider Peer1 Hosting. Fully 64 percent of the 300 UK- and Canada-based respondents to the survey hoped to ...

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...