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.
New & Notable
Your Free Dreamforce Conference Coverage Guide 2018
Whether you made it to Dreamforce 2018 or missed it, we created this conference coverage guide to help keep you up-to-date on the major news, case studies, trends and cloud updates impacting the Salesforce user community.
Social CRM News
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September 19, 2018
19
Sep'18
Microsoft Dynamics 365 AI going hard after Salesforce
Microsoft hammers Salesforce by launching low-code, AI-based virtual agents for customer service. Also: New tools for sales and marketing add automated insights to Dynamics 365.
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April 12, 2018
12
Apr'18
Salesforce World Tour Boston talks Integration Cloud, Social Studio
Salesforce World Tour sessions included dives into Philanthropy Cloud, integrated surveys and Salesforce's new Integration Cloud.
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April 06, 2018
06
Apr'18
Using Salesforce Social Studio, Harvard saw power of social media
By looking at its social media data with Salesforce, Harvard Graduate School of Education saw more than 65% of article traffic generated through social media.
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October 27, 2017
27
Oct'17
Salesforce Lead Analytics for Facebook analyzes B2B sales cycle
The recently released Salesforce offering is the latest in a line of social selling tools meant to help customers identify which ads are working on Facebook and which are not.
Social CRM Get Started
Bring yourself up to speed with our introductory content
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Compare top CRM systems: SAP, Microsoft, Salesforce, Oracle
The 'CRM platform wars' aren't as hot as, say, the tech battle between smartphone OS vendors. But Oracle, SAP, Salesforce and Microsoft want your business. Continue Reading
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customer engagement
Customer engagement is the means by which a company creates a relationship with its customer base to foster brand loyalty and awareness Continue Reading
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Sentiment analysis software takes social media monitoring to new level
You might just now be reading about sentiment analysis tools for social media, yet software implementation promises deeper customer insights that drive sales and marketing. Continue Reading
Evaluate Social CRM Vendors & Products
Weigh the pros and cons of technologies, products and projects you are considering.
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Einstein-Watson merger seen enhancing AI, customer sentiment analysis
IBM's helping hand to Salesforce by sharing its Watson AI platform in the cloud can give CRM customers the best of both worlds in functionality and mining deep behavioral insights. Continue Reading
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Why Slack collaboration catches on where others can't
Users like Slack because it poses fewer hurdles for workers striving to communicate and share documents, compared with other collaboration tools. Continue Reading
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What you can expect in Microsoft Dynamics CRM 2016
The Microsoft Dynamics CRM 2016 spring wave is about to hit, offering social engagement features, integration with recently acquired technologies and more. Continue Reading
Manage Social CRM
Learn to apply best practices and optimize your operations.
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Salesforce Philanthropy Cloud taps United Way connections
Salesforce and United Way collaborated on a cloud-based platform that guides employees to nonprofits and helps Salesforce customers organize philanthropic projects. Continue Reading
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Ten tips for honing social media customer service skills
Navy Federal Credit Union ingrains customer service in social engagement, sometimes the only channel where sailors at sea can get critical questions answered. Here's how they do it. Continue Reading
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GDPR customer data compliance for service and support teams
Getting your Salesforce-powered customer service and support staff ready for GDPR involves more than just the free Trailhead training module. But it's a start. Continue Reading
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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Tips to build a successful digital customer service strategy
CRM pros from Wendy's, Chamberlain Group and DoorDash offer tips for integrating Salesforce AI and social media channels to create a successful digital CX strategy. Continue Reading
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Salesforce celebrates 15 years of CRM market disruption
In Salesforce's tenure in the CRM market, the company has made its mark on cloud and mobility but also on redefining relationships with customers. Continue Reading
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How Salesforce lead generation deepens customer relationships
Social media and analytics have changed customer expectations for deeper relationships with vendors. Salesforce lead generation is up to the task. Continue Reading