How Web 2.0 Is Transforming CRM: Leveraging Social Media to Improve the Customer Experience

With the rising popularity of Web 2.0 technologies, companies are marketing their products and services to an increasingly savvy customer base. Customers today are taking greater control of their own consumer experiences. Learn how some vendors are leveraging social computing to build our customer relationship management (CRM) communities, and building Web 2.0-based CRM applications that help customers achieve success.

Featured Software Research:

Customer Analytics: A Powerful Source of Competitive Advantage for Midsize Organizations

  • Source: IBM
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  • Published:
Completing the customer picture today involves collecting and assembling data from multiple sources, including traditional sources such as transactions and surveys, as well as customer sentiments and other information that can be uncovered in comments made on social media channels. An effective customer analytics strategy enables businesses to integrate these insights to increase customer lifetime value, reduce turnover, and conduct more precise targeting and segmentation. Read More

How Analytics Bring Organizations Closer to Their Customers

Social media is providing organizations with a plethora of data about their customers. This paper explains how to leverage business intelligence software and advanced analytics to change the way business is conducted. The end goal should be to personalize marketing messages in a way that allows organizations to narrowly target specific customers based on the knowledge of the customer they already have. Read More

Accelerate Your Marketing ROI with Analytics

  • Source: IBM
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  • Published: May 2 2014
Use customer insights to design effective marketing strategies. Extract insights from diverse data sources, including social media and financial systems, regardless of role or environment. Capture real-time insights that help improve the customer experience. Using integrated measurement across multiple channels, your business will experience comprehensive marketing ROI. Watch this video to learn more. Read More

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The Social Workplace: Using Social Networks to Boost Learning, Collaboration, and Success

  • Source: Plateau Systems
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Some of the best experts in the business are your long-time employees, top performers, and innovators. Unlock their expertise and the impact could be dramatic. That’s why so many organizations are learning how to use social media tools to create a workforce supported by networking and collaboration. The challenge is to translate the concept of leveraging in-house talent into real-world practices and systems. Find out how. Read More

Social Media and Customer Experience Feedback

Twitter, Facebook, LinkedIn, and blogs are just a few Internet services that make up the new growing digital world called social media. Many companies have seen the influence these new sites can have on their organizations for both good and bad. All companies should ask themselves, "How can we tap into the power of this new method of communication to improve our business and the experiences we provide our customers?" Read More

Social CRM: Customer Relationship Management in the Age of the Socially-empowered Customer

Most of your customers and prospects expect you to be involved in social media—and they’ll be more likely to do business with you if you are. So how do you expand your customer relationship management (CRM) strategy to engage social customers, and gain their trust? Discover how to integrate Web 2.0 social media tools and strategies into your traditional CRM efforts for better, more meaningful customer relationships. Read More
 
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