social CRM

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What a Re-Tweet Really Means to Your Customer and Field Service Business

For those of you who are hesitant to trust Twitter as a business benefit, I understand. You type up a 140-character message, put a few # tags on it so people can search on it, and hope that some of your followers are actually interested (if you get enough followers). Theoretically, I know the benefits [...]


Why Field Service Has the Upper Hand When it Comes to Social Collaboration

Social blogger and management consultant Brian Vellmure, says that the one remaining competitive advantage is the customer experience “How Social Technologies Contribute to a Better Customer Experience“. And he’s right when he says that Customer Experience is the one thing that’s nearly impossible to duplicate. He cites statistics to back it up, including that 86% [...]


Hush! “Social” in Customer and Field Service Can Be a Bad Word

Just about every guru involved with customer service has something to say about the role of social media, and often imply that companies must participate in social CRM in order to be considered relevant. Yet interestingly, on more than one occasion, analysts have suggested that companies like ours not use the term “social” or “social CRM” [...]

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