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Posts tagged with Social Crm

Oracle purchases social media monitoring firm Collective Intellect

Another day, another social media marketing acquisition.

Two weeks ago, Oracle announced the purchase of social media marketing platform provider Vitrue. Yesterday, Salesforce announced that it's acquiring Vitrue competitor Buddy Media.

Traditional vs Social CRM

Traditional CRM vs social CRM (Infographic)

Over the past two years Our Social Times has hosted social CRM conferences in London, New York and Paris.

It's a fast-growing industry with many specialist themes, but the first question the speakers always get asked is: "How does social CRM differ from traditional CRM?" 


Case Study: How H&R Block Uses Twitter for Customer Service

The following H&R Block case study is excerpted from my latest report, Online Communities Part Two: Engaging Your Community Across Multiple Platforms. This 17-page report is the second in a series of four that I'm writing for Econsultancy, and develops material covered in last month's Online Communities: Starting a Community.

One example of a company who is "rocking customer service issues via Twitter" is the tax services company, H&R Block. Whether or not you use H&R Block for your personal or business tax preparation, it's clear they have invested time and money into growing and engaging with their online community on Facebook, Twitter, and YouTube.


Social customer service: a best practice checklist

This week I went to Manchester to speak at O2’s first Marketing Matters event, which was attended by key contacts from the brand’s top 50 partners that sell to and manage business customers.

The group had asked for input on social, since they highlighted this as the most important aspect of their marketing plans for the next year. This is interesting in itself, but hardly surprising.

What was heartening however, was that my session covered social customer service. This is something we’ve covered steadily since last April, with pitches now regularly heading our way full of research into its growth.

In my experience, when that happens, it means that marketing teams have realised that they can get some PR mileage from a study into this 'new trend' – and that means a trend has become more than that. It means it’s actually happening.

I’ve turned my deck into a best practice checklist, with supporting research, context and case studies at the end.

Who Owns Social Media?

Which department should own social media?

According to recent figures from Zendesk around 60% of companies are using social media for both marketing and customer services.

But who should take the lead?  

We ask the experts for their views.


25 business-tastic B2B social media case studies

I’ve been asked quite a few times over the past couple of weeks for examples of social media marketing being used in a B2B context.

This is actually more prevalent than a lot of marketers appear to realise – and is certainly something that’s not new to the marketplace.