Social CRM Insights Hub

How to advance your CRM to include Social CRM to improve customer engagement, acquire more customers and increase customer share.

A social listening playbook that includes the implementation 4 step model, social monitoring tools and most important performance metrics.

Social CRM ROI remains elusive for most companies. Here we share a proven process to achieve social CRM success and maximize payback.

A social business plan to improve staff productivity and tenure, increase customer engagement and share, and lower company operating costs.

Here we share the path to become a social business and the process to build a business case with the steps, benefits, risks and payback.

A 6 step approach for building the business case to become a social business that drives traditional business revenue growth.

Here we explore social media outsourcing models, methods and evolution and provide advice on agency selection and social metrics.

Research reveals what social customers want from their brands; not what the suppliers think they want, but what they really want.

Social media advocates influence brands and drive referrals. Here is how to identify and cultivate these relationships.

The integration of social CRM and customer experience management (CEM) is a strategy to skyrocket advocacy, referrals and customer share.

The lessons learned from successful call centers to explain how – and how not – to implement social media tools in the call center.

How to adopt a call center social media strategy and integrate social media tools for more effective case resolution and customer satisfaction.