Tag: social CRM

Customer Intelligence is the New Black

Customer Intelligence is the New Black

A superior customer experience enabled by actionable insights is often the holy grail of business for the modern-day enterprise, irrespective of a B-to-B or a B-to-C model. This whitepaper by Frost and Sullivan unravels why Customer Intelligence is the new black, by addressing some key questions on the power of customer insights. The whitepaper contains […]

What to Outsource in the 24×7 Marketing Age

What to Outsource in the 24×7 Marketing Age

The digital age has changed customer DNA forever. They have no patience with 9 to 5 and they’re shredding the concept of after-hours and weekends. They have a voice, and that voice demands to be heard whenever, wherever. Working hours, what’s that? Banks—previously such strict observers of “working hours” all over the globe—have risen to […]

How Social Media Is Turning Customer Care Upside-Down – and Making It Strategic Again | Article

How Social Media Is Turning Customer Care Upside-Down – and Making It Strategic Again | Article

Not too long ago, customer care—the proverbial contact center—was regarded as a necessity. It was corporate overhead; operational in nature, something that fulfilled a customer-facing function, much like express lane checkers at a grocery store or tellers at a bank. Move ‘em in, move ‘em out, keep ‘em happy. An important job, with potential to […]

Beyond Automation: The Importance of Human Analytics in Social Media Monitoring | Article

Beyond Automation: The Importance of Human Analytics in Social Media Monitoring | Article

Mobile networking. Online games. Social computing. As personal and professional worlds collide, social media is generating huge amounts of unstructured data that’s brimming with business insights — from consumer preferences to competitor activities. That’s why many companies are using social media monitoring tools to “listen” to these conversations. These automated tools — from firms such […]

The New Mating Rituals of Consumer Goods Companies and the Buyers They Want to Attract

The New Mating Rituals of Consumer Goods Companies and the Buyers They Want to Attract

WIPRO VOICE: There was a time when brand recognition was a consumer product’s best friend. A pretty package and eye-level shelf placement, coupled with some targeted print campaigns or clever TV ads, and you had it made. Whether you sold fashion or food, golf clubs or barbeque grills, the right combination of product, price, promotion […]

Parature Becomes the First CRM Service Provider to Offer a Facebook App | Article

Parature Becomes the First CRM Service Provider to Offer a Facebook App | Article

Parature, a SaaS provider in the customer relationship management space, has collaborated with Facebook to develop a new application specifically for the site. It allows users to engage with customers directly on the Facebook page and creates the ability to provide direct support from the Facebook wall. Here’s how it works.

New Contact Center Management Solution Enables Social CRM, Streamlines Processes, and Ensures Cost-Effective Flexibility | Article

New Contact Center Management Solution Enables Social CRM, Streamlines Processes, and Ensures Cost-Effective Flexibility | Article

Today’s contact centers drive revenue and build customer relationships. Management of processes in those centers (whether outsourced, hybrid, or internal centers) is now easier and less costly using VContactCenter. This new CRM solution also facilitates capturing and managing data from social media such as Twitter, makes it easy to segment data, and provides multi-language yet standard capabilities for globalization.