June 2009
Magazine Features
Who Owns the Social Customer?
the Editors //
01 Jun 2009
CRM magazine's in-depth report on the state of social media in CRM.
Social Media from A to Z
the Editors //
01 Jun 2009
An alphabetical glossary of what you need to know about social media.
Maturity and Social Media: You'll Be Social (Soon)
the Editors //
01 Jun 2009
CRM magazine's Social Media Maturity Model, the launching pad for a discussion of the next five years of social media.
Strategy and Social Media: Everything’s Social (Now)
Lauren McKay //
01 Jun 2009
You may not know what you're doing — but your customers do. If the time to act is now — does that mean it's too late to plan?
Sales and Social Media: No One’s Social (Yet)
Marshall Lager //
01 Jun 2009
Social computing is still working its way into the consultative sales process. For most sales forces, that's just fine.
Marketing and Social Media: Everyone’s Social (Already)
Jessica Tsai //
01 Jun 2009
Your customers are increasingly connected — to you, to your competition, to each other — but you're not supposed to be the center of every network.
Service and Social Media: You’re Not Social (Enough)
Christopher Musico //
01 Jun 2009
Communities and channels are rapidly expanding — and your company needs to at least know its place in all of them.
Sales in the Facebook Era
Clara Shih //
01 Jun 2009
An exclusive excerpt from the new book, The Facebook Era: Tapping Online Social Networks to Build Better Products, Reach New Audiences, and Sell More Stuff, by Salesforce.com's Clara Shih.
Front Office
Social Media Spawns a New Era in Customer Intelligence
David Myron //
01 Jun 2009
Customer attitudinal information is what companies have been clamoring to obtain for years.
Reality Check
The New Currency of Social Media
Denis Pombriant //
01 Jun 2009
Active engagement gives us a chance to better understand the customer.
Customer Centricity
The New Interaction of Social Media
Ian Jacobs //
01 Jun 2009
Beyond marketing, the popular tools and techniques can also serve as a channel for support.
The Tipping Point
The 5 Phases of Social Experience
Jeremiah Owyang //
01 Jun 2009
The social Web is about to evolve — again. Are you ready to evolve, too?
Connect
The New Maelstrom of Social Media
Christopher Carfi //
01 Jun 2009
We're awash in social networking data. Do we really want our businesses drowning in it, too?
Pint of View
The New Connections of Social Media
Marshall Lager //
01 Jun 2009
I don't care to belong to any social network that will accept me as a member.
Insight
Social Shepherds
Lauren McKay //
01 Jun 2009
If you expect employees to stay within the lines, you need to draw the lines first.
Poking Holes in Attrition
Christopher Musico //
01 Jun 2009
Social networking has the potential to transform the day-to-day operations of customer service representatives.
On the Scene: Users Converge
Jessica Tsai //
01 Jun 2009
Microsoft Convergence '09: Microsoft and its user groups extend face-to-face with @-to-@.
Required Reading: Socially Aware
Jessica Tsai //
01 Jun 2009
The co-author of Throwing Sheep in the Boardroom explains why it's not so easy for companies to simply hop aboard the social media bandwagon.
CRM on Twitter: June 2009
Joshua Weinberger //
01 Jun 2009
Social media thought leaders, twittering about social media.
REAL ROI
Social from the Inside Out
Jessica Tsai //
01 Jun 2009
By focusing on connecting employees, a socially entwined culture benefits clients.
A Travel Company’s Tweet Deals
Lauren McKay //
01 Jun 2009
Quality time — and high-quality engagement — on Twitter helps CruiseDeals.com extend its brand and develop leads.
Infusing Social Communities into Service
Christopher Musico //
01 Jun 2009
With Helpstream's on-demand offering, Infusionsoft bolsters its customer support.
Investing in Knowledge Management
Marshall Lager //
01 Jun 2009
Financial software developer Advent uses InQuira to show it's what you know and who you know.
Secret of My Success
A Community Gives Pitney Bowes Its Stamp of Approval
Rudy Chang, vice president and general manager of e-commerce and shared services, Pitney Bowes | as told to Lauren McKay //
01 Jun 2009
A forum designed to address one problem evolves into an enterprise asset.
Re:Tooling
Re:Tooling -- Social Networking Platforms: Making Social More Social
Christopher Musico //
01 Jun 2009
Capable of far more than pokes, tweets, and zombies, vendors begin to connect with social software platforms.