Social CRM

As social networking and Web 2.0 have proliferated in recent years, so a new branch of customer relationship management has grown. Social CRM – sometimes referred to as CRM 2.0 – integrates social media and social networking platforms such as Twitter, Facebook, LinkedIn and YouTube into customer relationship management.

Here you can find the latest information on how to engage with customers and use these networks for customer analysis and feedback to improve all aspects of CRM.

 

Social media being used in harmony with email by marketers - report

2010-03-11 11:32
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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.

All change: The four trends reshaping customer service

2010-03-10 05:19 - 3 comments
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Social media is challenging firms to redefine their customer service and, as Guy Stephens notes, a number of trends have become evident.

Social network marketing facing regulation

2010-03-09 10:34
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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.

Is there a downside to social media metrics?

2010-03-05 12:05
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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?

Facebook unveils more analytics partners for campaign measurement

2010-03-04 14:06
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Omniture and Coremetrics join Webtrends as Facebook partners, in a bid to help the site become a more quantifiable marketing channel.

Social media campaign spawns new Marmite spread

2010-03-03 11:12
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Unilever has successfully used a groundbreaking social media campaign to help market test and launch a new product - Marmite XO.

Twitter to follow Google ads model

2010-03-02 12:26
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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.

Idle social networking accounts harming brands - report

2010-03-01 14:20
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Few firms are employing multiple social tools - while abandoned Twitter accounts and Facebook fan pages may be detrimental to brands.

Is Facebook's newsfeed patent anti-social?

2010-03-01 11:20
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Facebook’s new patent for displaying news feeds of users’ social network activities has caused uproar.

More than just marketing: Using YouTube for customer engagement

2010-03-01 05:37 - 1 comment
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YouTube's Bruce Daisley discusses the innovative ways that the video sharing site is being used to engage with customers.
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