Despite all the talk around social CRM, many firms are still failing to build these efforts around a common customer strategy.

With a little help from his friends, Mitch Lieberman looks at the links between social CRM and Enterprise 2.0 and the implications for the way we support our employees.

Brent Leary interviews Phil Simon about The Age of the Platform.

MyCustomer.com spoke with a panel of experts to nominate their key customer service priorities for the coming year.

CRM guru Paul Greenberg tells MyCustomer.com about his predictions for the world of CRM.

Huddle's Simon O'Kane talks to MyC about why collaboration is gathering pace and where Huddle fits in the increasingly crowded vendor space.

Customer experience guru Shaun Smith tells MyCustomer.com about his predictions for the world of CEM in the coming year.

Global Dawn traces the history of social business over the past thirty years to show it’s not just a 2012 fad.

Shaun Smith examines two similar airlines with two very different financial results.

Walter Van Norden explores how brands are developing the people, processes and technology to support social care.