Brands are not engaging with their customers on social media at the same rate that their customers are engaging with them—and it's time to start.
Alas, if there's no social CRM but we can generate some value from interfacing and connecting CRM to social channels, what shall we call it?
Why should direct marketers care about social CRM? Simply put, it might well be a worthwhile investment.
Before social tools and strategies breathed much needed new life into traditional CRM, its reputation was at a low point. In fact "C-R-M" was pretty much treated like a four-letter word.
While marketers should care about social CRM, that limited view is no longer enough.
Adobe's Loni Kao Stark reminds marketers that social CRM is, first and foremost, about relationships
VW China knows a thing or two about listening to its customers. The truly epic People's Car Project campaign is a testament to that.
The iconic brand lets consumers take the wheel to power its People's Car Project.
How NOT to get #dumped in social media.
Building an understanding of customers over time helps marketers deliver a compelling customer experience
With consumers in control of communication, it's up to businesses to harness social media and initiate new sales and service models. It's time more companies got on board.
Email is in the driver's seat at Chevrolet.
Salesforce.com will acquire Buddy Media for $689 million in cash and Salesforce.com equity.
After working with fast-food companies earlier in his career, Steve Thomas is now trying a healthier approach. Or at least one with more fruit.
Infosys announced the launch of BrandEdge, a cloud-based digital marketing platform, on April 23. The technology is intended to help marketers manage customer relationships and analytics, and organize marketing across digital properties, said Sanjay Purohit, SVP and global head of products, platforms and solutions at the company.
Marketo has acquired Crowd Factory, a provider of a social campaign management platform, said Jon Miller, Marketo's VP of marketing. The acquisition, the terms of which Miller declined to disclose, will enable Marketo to deploy social campaigns on top of its hosted marketing automation platform, thereby expanding the reach of each campaign.
While social media is a key part of almost every agency's offerings, a number of agencies are now launching separately branded and operated social media entities to offer more focus and expertise in this quickly evolving space.
Marketers seek to blend social media with their traditional marketing methods, but are challenged to use the data they collect effectively in a way that scales with their overall marketing strategies.
Ragini Bhalla, director of marketing and communications at digital agency Fantasy Interactive, discusses her new role and how building loyalty online differs from offline channels.
CRM agency Merkle has launched a social media marketing firm to develop social products and clients' go-to market strategy. Rich Fleck will serve as VP and GM of the Denver, Colo.-based agency, Merkle Connect, reporting directly to Craig Dempster, Merkle's EVP and CMO.
Chrysler Group hired Ignite Social Media as its lead social agency this week after a review process. Expect the firm to be on its best behavior.
Stewart Pearson, chief client officer at Wunderman, discusses the benefits of social CRM and how loyalty programs can turn one-off customers into brand advocates.
Jason Mittelstaedt, CMO of RightNow, a customer experience management (CEM) technology company, explains the distinction between CRM and CEM and why social media may never be a platform for direct marketing.
Measuring social media effectively is vital to understanding what impact your efforts are having on your business goals. What steps should you take to ensure your company is tracking your social media efforts in a way that makes sense for you?
Frozen dessert company Tasti D-Lite has selected Engage121 as its social CRM platform provider as the company expands globally.
The client no longer owns the brand. Due to the proliferation of social media including Facebook, Twitter and Foursquare, customers must give permission to clients to enter their world, said Sasha Savic, chief commercial officer of Havas Media North America, on June 21.
Documents released by the city of Menlo Park, Calif., have confirmed Facebook's upcoming move to 79 acres in the Silicon Valley municipality, according to 'The Wall Street Journal.'
"Social media has finally gone too far." That was my first thought when I read a press release from Pepsi about its new "social vending machine." But after further review, I have to admit the machine seems to have some interesting social gifting opportunities.
Social commerce software company Bazaarvoice said April 5 that it will introduce three products this fall - Bazaarvoice Customer Intelligence, SocialConnect Suite and Bazaarvoice Platform - to help marketers react faster to social media feedback from customers. The products will also automate some processes and make others simpler and more direct, the company said.
Kana Software, a service experience management technology provider, acquired Overtone, a maker of social media and customer listening platforms, on April 5. The deal will allow Kana clients to understand and analyze customer sentiment, emerging issues and trends across social networks.
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