Customer Relations

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What is Social CRM?

There are many forms and definitions surrounding the idea of social CRM. The basic idea is that multiple business units interact using the social web (social media). You have the ability to overlay the [more…]

Does Business Gamification Really Work?

In short, yes, gamification works. That being said, gamification is not a panacea for your business woes. If your business or product is lousy, or if you're at the bottom of a dying industry, gamification [more…]

Use Location to Develop Social CRM Mobile Campaigns

Location figures prominently in the use of mobile devices and Social CRM. If a user is willing to share her location, an app can show her a variety of suggestions about what to do in her current location [more…]

How to Create a Customer-Centric Social CRM

Brian Vellmure, principal and cofounder of management consulting firm Initium, outlines his process for creating a customer-centric social CRM and the opportunities it presents. Social CRM is a five-step [more…]

How to Define Processes That Yield Insights for Your Social CRM

Social CRM is driven by customers having and driving the experience with your brand. As a brand representative, you aid in gaining insight and moving the conversation forward, and these customer interactions [more…]

The Path of the Social CRM Buyer

Some salespeople still need to be convinced that Social CRM adds value to their efforts. Try following the path of a consumer. Previously, salespeople conducted B2B sales in the same way as the generations [more…]

How to Establish a Sales Profile with Content for Social CRM

Sales profiles can e very useful for the Social CRM salesperson. A salesperson is most often required to use the collateral her company provides. Usually, she can use product sheets, white papers, and [more…]

The Social CRM Setup

Because social CRM is a nascent concept, it can be hard to get your arms around all the factors that affect customer service. To understand how social media has added a layer to CRM systems, look at it [more…]

Customer Touch Points for Your Social CRM Loyalty Program

To show customers that you’re available to hear them for your Social CRM, you want to be present at all your customer touch points — the channels where the brand interacts directly with customers. These [more…]

The Future of Social CRM Analytics

Marketing and PR initiatives have their own set of metrics. Thus, the future of Social CRM analytics can be difficult to predict. What works for those avenues toward customer engagement can't be applied [more…]

The Change to Social CRM

Many companies have issues with the change to Social CRM, which could be associated with the speed at which technology changes or fear of making the wrong decisions. However, the issue with change management [more…]

How Tablets Support Social CRM

Tablets are the new tool to have for a salesperson, especially a salesperson dedicated to Social CRM. Although there were skeptics who thought the iPad wouldn’t be popular, it has sold more units in a [more…]

Why Loyalty Programs are Important for Your Social CRM

How can a loyalty program help your Social CRM campaign? Fred Reichheld — author of several seminal books on loyalty, including The Ultimate Question 2.0: How Net Promoter Companies Thrive in a Customer-Driven [more…]

Should You Use Employees’ Outside Connections for Your Social CRM?

Drawing on your employees connections can be a valuable tool for your Social CRM. Employee participation can be especially valuable to a company when employees are permitted to draw on their own social [more…]

Best Practices for Social CRM Media Governance

Because social media technologies continue to evolve, it can be hard for Social CRM managers to address all the issues related to social media governance. It can be helpful to look at the UBM Techweb Technology [more…]

Which Social CRM System Will Meet Your Needs?

There are many options for Social CRM systems and it is important to do some research to determine which is best for your company. You can begin by determining what information is most important to you [more…]

How to Deliver Bad News to Clients with Critical Conversation Skills

Public relations with customers and critical conversations have much in common. Just like a critical conversation, public relations delivers bad news to customers through an open and honest environment [more…]

How to Face a Hostile Customer using Critical Conversation Skills

Critical conversation skills can help you deal with a hostile customer,. Hostile customers often disrupt the workplace, but critical conversation skills, carefully applied, can help keep aggressive customers [more…]

Use Critical Conversation Skills on Customers Who Demand the Boss

When a customer threatens to call the boss, you can ignore it, or use critical conversation skills to diffuse the situation. Critical conversation skills can help you and the customer not only find a solution [more…]

6 Steps to Successful Telephone Sales for Your Micro-Entrepreneurial Business

Cold calls (telephone sales) for your micro-entrepreneurial business is more than a phone call to a stranger. Cold calls, when done successfully, can open up new business and avenues of revenue for your [more…]

Identifying Your Target Market in Event Management

If one of your objectives in event management is to attract new customers to an event – and it is – you need to be clear exactly what type of customers you and your client want to attract. [more…]

Developing an Event Management Critical Time Path

Write a version of the critical time path at the start of any event management project, as a date-focused project plan. Update this document throughout the project-planning process, as things change, but [more…]

Contingency Planning in Event Management

This is the ‘What if . . . ?’ scenario planning you need to carry out in event management, and it’s an opportunity to make use of any pessimistic team members you have. Put them all in a room and ask them [more…]

Event Management For Dummies Cheat Sheet (UK Edition)

Event Management is one of the fastest growing industries around. It’s an exciting, ever-changing area of work in which you need to keep your wits about you and stay organised at all times. This Cheat [more…]

7 Solid Tips for Social Media Marketing

Engaging with social media entails more than just chatting over the Internet. It's serious marketing business. You mustunderstand this reality. Here are a few tips to help you distribute your best branding [more…]

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