Social CRM

In their efforts to gauge online customer sentiment and monitor conversations about their products, companies are investing in social media analytics to make sense of how their products are viewed online. Social media management tools aim to increase revenue or lessen service costs, gain customer feedback on products and services and improving public opinion of the organization or product. Social analytics tools are designed to track, record and analyze unstructured data found in social media posts and translate them into CRM data. This section explores how Salesforce customers are using social media monitoring tools, such as Radian6, alongside their sales and marketing strategies and how they use these tools to react to comments, questions and complaints in real-time while also gaining insight about customers, the competition and the market as a whole.

Social CRM News

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Social CRM Get Started

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  • phygital

    Companies are seeking to combine physical and digital (phygital) communication channels and provide customers with a seamless experience. Continue Reading

  • customer engagement

    Customer engagement is the means by which a company forges a relationship with its customer base through advocacy and action on the part of customers. Continue Reading

  • Evaluating Salesforce Lightning

    Salesforce's application builder, Lightning, aims to democratize the app creation process by putting tools in the hands of business users. Continue Reading

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Evaluate Social CRM Vendors & Products

Weigh the pros and cons of technologies, products and projects you are considering.

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Manage Social CRM

Learn to apply best practices and optimize your operations.

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Problem Solve Social CRM Issues

We’ve gathered up expert advice and tips from professionals like you so that the answers you need are always available.

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