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Home » Keywords » social media in the enterprise

Items Tagged with 'social media in the enterprise'

ARTICLES

As Social Media Grows in Importance, 'Call Centers' Should be Renamed 'Contact Centers'

February 1, 2013
CRM Buyer
It's fairly common practice today for major brands to have a social media team at the ready to respond to customer complaints on social networking sites like Twitter and Facebook. The practice is so widespread that a recent Call Center Satisfaction Index (CCSI) report released by CFI Group found that call centers should perhaps be renamed "contact centers."
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Social Media Data Can Be on Front Line of Your Competitive Strategy

November 19, 2012
McKinsey Quarterly
In many companies, marketers have been first movers in social media, tapping into it for insights on how consumers think and behave. As social technologies mature and organizations become convinced of their power, they will take on a broader role: informing competitive strategy.
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Social CRM Requires Knowledge of Processes as Well as of Customers

October 12, 2012
CRM Buyer
One of the tricky parts of developing a social CRM (SCRM) strategy is that it requires left brain and right brain thinking. The left brain, where more logical and procedural thinking takes place, is comparable to how "traditional" CRM operates, organizing and distributing data based on predetermined processes. The right brain, the center of creative thinking, is comparable to SCRM, discovering new relationships and communication models and engaging and conversing with customers.
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Don't Be Complacent About Benefits of Social Media and BYOD in Workplace, UK Businesses Warned

October 3, 2012
CBR Online
A think tank report warns IT managers and CIOs about complacency with new IT practices like BYOD, or "bring your own device", mobile IT and social media.
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