Social CRM

Social media is enhancing rather than replacing email marketing campaigns - but marketers aren't paying enough attention to the quality of customer lists or ROI.

Social media is challenging firms to redefine their customer service and, as Guy Stephens notes, a number of trends have become evident.

The Advertising Standards Authority is to start policing social media and microsites, enforcing rules in the same way that it currently does for TV, press, poster and radio adverts.

Firms are increasingly imposing metrics on social media activity to make it measurable. But is there a danger that this will undermine its real value?

Omniture and Coremetrics join Webtrends as Facebook partners, in a bid to help the site become a more quantifiable marketing channel.

Unilever has successfully used a groundbreaking social media campaign to help market test and launch a new product - Marmite XO.

Twitter is exploring whether to post adverts tied to searches of its micro-blogging website as a means of making money from its business model.

Few firms are employing multiple social tools - while abandoned Twitter accounts and Facebook fan pages may be detrimental to brands.

Facebook’s new patent for displaying news feeds of users’ social network activities has caused uproar.

YouTube's Bruce Daisley discusses the innovative ways that the video sharing site is being used to engage with customers.