Interactive Intelligence Reveals Ambitious Plans for Customer Service
At its recent user conference, Interactions 2013, Interactive Intelligence (Nasdqaq: ININ) showcased…
Best One-on-One Conversations of 2011: Social CRM, Entrepreneurship and Connecting with Real Influencers
Over the past couple of months I've been hosting a conversation series…
Enable, Empower, Engage: Key to Social CRM Success
In my first post of the year published on January 2nd, 2010…
Does Everyone Deserve Great Customer Service?
This post was inspired by a discussion over on the CRM Outsiders blog that…
The “Right” Degree of Automation
Social media monitoring and measurement is hard. Knowing what to do with…
Lessons from the recession: Customer Service Spending Needs to Increase in Social Media and Field Service
Hello again everyone-you last heard from me on the Teradata webcast-thanks…
5 Lessons Social CRM can Learn from CRM
I have been implementing CRM Solutions for a decade, having successfully managed many large…
How IT Services Companies can prepare for Social CRM opportunity
In one of my earlier post, I highlighted the Social CRM opportunity for…
Social CRM: M&A deals indicate market consolidation. Who’s Next?
In the past few days, we have seen two major acquisitions in…
Using Social Monitoring to uncover the Analytics of Geolocation –
Geolocation and mobile computing are trends that are now in the mainstream…
