Social CRM

Consumers are on social media constantly, scrolling through posts from both friends and brands. Many have begun clicking on some of those brand posts and making purchases. "Social commerce is becoming increasingly popular for brands," noted Darin Archer, chief strategy officer at Elastic Path. "Even...

Your new salespeople have very specific expectations of how their workday should flow. These 20-somethings want to sign a contract poolside, then post about it on Instagram -- #workingpoolside, anyone? They want to approve a purchase order on the go as they head to post-work Pilates and pizza. They ...

Social media has become a part of everyday life. The number of worldwide users is expected to reach 3.02 billion by 2021. Apart from the growth in the number of profiles, consumers have been devoting more of their time to engaging with social media sites. One-seventh of the average user's waking lif...

There's been a chorus of calls from all corners for social media regulation -- from pundits like me to the halls of Congress and even from Facebook CEO Mark Zuckerberg himself. The social media community seems tied up in knots over what to do about all the abuse happening within their communities, b...

A little over 10 years ago, we were toasting social media as the great innovation that would enable CRM to traverse the mythical last mile between vendors and customers. Every analyst had something positive to say about social and its future role in CRM. I wrote a paper in 2004 forecasting that soci...

Customer relationship management is a term you've likely heard if you have ever worked in the tech space. CRM software solutions have not always been as far-reaching as they are today. Over the last 40 years, CRM has evolved from a range of disparate business solutions developed for various customer...

Pitney Bowes has unveiled Consumer Connect, a self-service post-purchase marketing solution for retailers and brands. The service helps retailers drive new revenue after shoppers press the buy button. It enables retailers to create a branded tracking and post-purchase experience. "Retail marketers s...

Disruptive innovations are only disruptive for as long as it takes competition to develop and thus create a market. Worse, for the disruptor, the niche it created can spawn other niches. Social networking provides a vivid example. First, there were networking sites that could help you find a job or ...

I've been writing a forecast column every year at least since W was president. Nothing's wrong with that, lots of people do. However, I often find that my forecast is more of a wish list than a true prognostication, so this time I'll dispense with the fiction of analytical rigor and just say what I ...

I don't have to tell you how difficult it is to find and attract customers online. With millions and millions of businesses all vying for attention, the Internet has quickly turned into a very crowded place. But, believe it or not, there's opportunity in all that clutter, and if you approach your ma...

Salesforce has been very good at skating to where the puck will be, to paraphrase the great Wayne Gretzky. As a result, the company has a long line of firsts, beginning with its initial disruption and continuing through its early adoption of social media and analytics. So it's no surprise that it is...

"The reality of relationships is that people buy from people they like, know and trust," said Nimble CEO Jon Ferrara. "In the old days, before we ever engaged in selling, we made a connection by looking at books, things on the shelves, that kind of thing. Today, we're doing that more and more electr...

The Salesforce people whom I speak with are all heads down and breathing hard in the big push to Dreamforce. In other words, things are normal for this part of the cycle. The big questions for each show are, "What will the vendor emphasize this time?" and "Will that be a tone set for the industry fo...

AdTheorent, which offers a machine learning platform for advertisers, has announced AdTheorent Relationship Targeting. This new product allows advertisers to harness the power of relationships with family members, cohabitants or friends to influence a consumer to take desired actions. Word of mouth ...