Social CRM

The growing role of AI and social media is enabling autonomous decision-making, real-time adaptability, and goal-driven intelligence. The result turns the combination into a more effective CRM platform.

Talkdesk’s AI platform helps retailers streamline customer service, improve operational efficiency, and integrate with major commerce systems while preparing for future support across social media channels.

Nimble CRM stands out from traditional customer relationship management software by focusing on company-wide operations rather than just sales.

According to Forrester’s “2024 US Customer Experience Index," CX quality among brands in the United States sits at an all-time low after declining for an unprecedented third year in a row.

What’s been missing in the losing contest against "bad social" has been an ability to chase down misinformation to the root and to overpower it with truth. That’s exactly what AI can do.

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.

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...

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...

New commerce research reveals that at least two-thirds of firms using chat apps such as WhatsApp and WeChat see greater commerce gains than competitors that do not.

The IDC CRM market share numbers are in for 2019. For the seventh consecutive year Salesforce leads the pack, this time with 18.4 percent of the market. Other big vendors trailing the leader include, SAP, Oracle, Microsoft and Adobe. After 25 years of competition, the runners-up have a combined sha...

A recent study found that businesses across North America are led well and staffed with people who are engaged in what they're doing. But technology is barely adequate -- and because of this, managers should devote their attention to improving systems whenever they think about how to improve overall...

You can reduce the story of CRM to a lot of things, especially its many component parts. Social networking, cloud computing and analytics are mentioned often. We don't need an exhaustive list, but if we stop there we miss a lot.

Social selling has changed how online consumers are interacting with and buying from e-commerce businesses. Why? Because it's had a huge impact on the buyer's journey as a whole. Today, we live in a digital world, and this means the consumer has the upper hand, thanks to the growth in e-commerce and...