Hundreds of thousands of customer conversations happen on social media every day. Learn more about social listening on the next #SMTLive webinar. Register here.

customer relationship management

November 28, 2014
For several decades CRM has stood for Customer Relationship Manager. Yet sales organizations are seeing the customer can no longer be managed at all. Managing the data about customers must be done, but the customer is driving the ship these days. They refuse to be managed.
October 22, 2014
Social media buzz alone is not enough to build and retain customer loyalty. Buzz is great for attracting new customers, but in order to keep them, you need to develop a long-term strategy. Staying power is what encourages customers to stick around.
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The Relationship Era: Creating Authentic Customer Relationships in a Cluttered World

An Albert Einstein quote says it all when it comes to the relationship era in business, "Try not to become a man of success, but rather try to become a man of value.” Simply switch “man” to “brand.” The only way for organizations to achieve lasting success is to create authentic customer relationships. Not even all the money in the world spent on cool social media campaigns, viral videos, or the most micro-targeted online ads will do achieve this.

July 14, 2014
Learn how to steer clear of these four mistakes that are losing you customers and how to change your current social media strategy from a failure into a success.
July 31, 2012
One of the best way to create a better experience for your customers is to leverage what you know about them. To do that companies are moving towards an integration of social data with CRM systems, as evidenced in this webinar discussion among various marketing and analytics superstars.
October 22, 2011
More than once, I’ve heard tales of executives rejecting social media platforms because they personally dislike them. In one instance, a communicator recommend the company adopt FourSquare , but the executive dismissed it saying, “I just hate the concept that you’re letting burglars know your house...