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Social CRM

Social CRM, or social relationship management enhances the customer relationship and lead interactions through the use of social networking on sites such as LinkedIn, Twitter, or Facebook.

Features

The Leading Companies and Hottest Trends and Technologies in Customer Service, Marketing, and Sales: The 2021 CRM Top 100

CRM presents its third annual rundown of the leading companies and hottest trends in customer relationship management.

The Top Customer Service Trends: Digital Channels Overtake Service Options

Despite interactions moving online, the human connection is still vital.

The Top Sales Trends: Digital Technology and Social Issues Drive Dramatic Changes in Sales

Low pricing and high quality become less vital to sales' success or failure

Contact Center Infrastructure: It's Time to Assess Your Tools and Technology

Weigh your capabilities, identify weaknesses, and implement multichannel solutions that keep pace with industry standards and consumer expectations.

ViewPoints

Inconsistent Communication Is Costing You Customers. Here Are 5 Ways to Help

Consistency is vital to move the needle on both CSAT and performance. But growing globalization and new, complex trends have compounded the challenge of inconsistency—and multiplied its impact on results. Here's what to do about it.

The 3 Dos and 3 Don’ts of Successful Customer Onboarding

Avoidable customer churn is costing businesses over $136 billion a year, and the main reason customers leave in the first year is because they never got value from your product in the first place. They fail to launch.

How AI Is Reimagining the Customer Experience

Customers know that AI-driven tools exist for personalizing the experience because they encounter the technology everywhere they go online: Amazon, Netflix, Spotify, etc. Fortunately, organizations of all sizes can use AI-driven tools to power their customer experience and compete in the big leagues.

SMS Marketing: How to Generate, Nurture, and Convert More Leads with Text Messages

Text message marketing holds massive potential for lead generation, but only if executed correctly. Here's a guide to maximize your SMS success.

Columns

Social CRM: Your Voice for Sharing Subject Matter Expertise

The 360-Degree Customer View Fallacy

Do we really need to know everything about customers?

VR/AR: A Game Changer for Sales and Marketing

Virtual reality/augmented reality is poised to remake CX.

B2B Brand Leaders Are Optimistic for a 2021 Pandemic Recovery

We may be approaching the beginning of the end. This is good news for customers.

Buyer's Guide Partners