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.

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.
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.
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.
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.

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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
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

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

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
Why Slack collaboration catches on where others can't

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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

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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
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
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

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Tips to build a successful digital customer service strategy

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Salesforce celebrates 15 years of CRM market disruption

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How Salesforce lead generation deepens customer relationships

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