Oracle's innovative Social CRM product joins social networking with true enterprise features such as reliability, security management, and scalability. Given the different skill sets and perspectives ...

Whether you’re new to social media marketing, or you’ve successfully maintained your company’s twitter account for several years, you aren’t alone if you are a little unclear when it comes to what ...

Just as companies are getting more comfortable with social media, they are still learning how to capture and take advantage of all the information they're gleaning from their fans and followers. This ...

Recent interviews with more than 100 early adopters of social business practices (i.e., social CRM, Enterprise 2.0, and social media marketing) revealed the five phases of maturity. Let’s trace these ...

Social CRM is not really about social-media technology and sites such as Facebook and Twitter, but rather it's a different way of looking at interacting with consumers. Cath Everett reports. Social ...

Gartner has just been published its latest edition of "Magic Quadrant for Social CRM" -- and with it, the challenges facing vendors in this space have finally been articulated. Not least of those ...

According to contact center software firm Playvox, to provide a true omnichannel experience, brands today recognize the need to assist customers in the platforms where they feel most comfortable. This ...

Forbes contributors publish independent expert analyses and insights. I write about tech that impacts my small business - and yours. This article is more than 10 years old. Relax, CRM vendors. Google ...

Would it not be better to talk to people and not at them? Of course, this involves finding out what they like to talk about, where they like to talk and when they are available to chat. Plus, then we ...

With spending on social applications to help sales, marketing and customer service processes expected to surpass $1billion worldwide this year, the loudest hype around social CRM is over, and ...

The growing role of AI and social media is enabling autonomous decision-making, real-time adaptability, and goal-driven intelligence. The result turns the combination into a more effective CRM ...

The explosion of real-time Web content, customer touch points and expectations poses a major challenge for service organizations, yet an even bigger opportunity. Really. With the rise of product and ...